How can we improve WHMCS?

When entering a ticket from the client portal, a sales/support agent should be able to assign the ticket to any department, not just the ones he/she is assigned to. Use case: we have one tech assigned to our provisioning queue, for email addresses, password changes and the like (we haven't automated provisioning yet and we don't have a portal.) A customer calls or emails a request for a new email address. The sales/support agent should be able to write a ticket from the client portal and assign it directly to our provisioning queue even though he/she isn't assigned to it. Proposed Solution: A new Administrator role "Assign Ticket to any Department"?