Different companies have different approaches on when exactly to create a contact. Some will create a contact directly in the ticket, while others such as ourselves will create a contact first and then the ticket. Here is the issue with the first method.

Creating a contact from within the ticket causes a few problems. First, it bypasses all of the validation in favor of creating the ticket "quickly". Second, when viewing the contact, it has no information because it was not created under the contact module. And, as a result, the contacts "First Name" is placed in the "Last Name" field instead. We hypothisize the contact field in the ticket form is a single field which is then placed into the "Last Name" fiedl of the contact module. 

Salesforce is also able to create a contact from within the ticket but they popup the actual contact form instead which allows all contact fields required or not to be entered and validated. This is the correct way to handle this situation.

The solution?

How to force the creation of any contact through the contact module. Or, block the creation of a contact from within the ticket. Since the contact field is a non-removable field from the ticket makes this more difficult. We need a way to create contact properly with all the validated and required fields.

Regards,

Drew