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I have an office manager who frequently forwards an email to hesk.
She will get an email from a customer, then forward it to hesk for the support team.
I'll like to be able to create a customer from that ticket, that is not my office manager.
i.e I get a ticket raised from accounts@mycompany-name.ext and in the body of the message there is forwarded from customer-name@customer-domain.ext

I'd like to be able to edit the ticket, and be able to create a customer (currently when I edit I get a drop down of existing customers with no search option !)
or perhaps forward the ticket or I dunno, some other way of changing the customer.
I DO NOT want to edit the customer accounts@mycompany-name.ext

Any ideas?

The way you can do it currently:

1. first, go to "Customers" page and create a new customer (if that customer doesn't exist yet)
2. second, go to edit ticket and select the correct customer

But, yes, we need to make this easier in a future update, directly on the "Edit" page.