Hi @MJ60,
In our previous conversation, I had the opportunity to provide you with another community conversation that has possible solutions to all your questions. 
For the first question, it is necessary to create a workflow.
To address your second question, you will need to create a contact in the CRM and associate the relevant data with it. This way, when a ticket is created, the data will be appropriately considered.
As for the third question, Béranger kindly shared insights from another user. According to her, utilizing Dialpad for call management can be a great solution. It allows callers to leave voicemail messages, which are then transcribed by Dialpad and sent to a shared inbox as emails.
Best regards,
Diana