Hi Ralph,
Not sure then - we did change from a host-installation to an on-demand version of the helpdesk back in August. That may be the difference. If so, then it's a difference in how the browser interacts with the initial ticket page, and I don't see any options on my "side" of the page to automatically pull in name and address information (and given all the NSA hubbub, I'm not too keen to try and pull information from users' computers
)
There are add-ons available for Firefox (and probably other browsers as well) that will allow you to create "autofill" entries for such information, in general as well as for specific pages.
ttfn,
Sherry