Assume User Identity
Please allow Agents who assume the identity of a Contact to EDIT a Service Request that the user (Contact) has already entered. Maybe "hide" the original from all but other Agents view, so original content is still tied to user and NOT deleted? Problem is when user opens new service request and uses copy/paste or puts too small text or other formatting. You already give Agents the power to DELETE and trust "us" to do the right thing. Preserving original content would provide security and accountability.