How can we improve WHMCS?

The idea is simple, we like the current view for Support Overview, but sometimes we miss tickets into 24+ hours, in the month that skews our response time completely, what would be really neat is if there was in the Support Overview when you click the 24+ hours or 16-24 hours, a slight popup or a separate list tab, anything that allows us to view the tickets which were recorded with such massive response time so we can see if the issue is Spam, did our sales team mess up, did our support team fail?

Attached is a picture of what I am going about.