Customizable User Permissions
It would be helpful if we had more permissions options than just being a user / technician / admin. In particular, locking certain custom fields to only be modifiable by specific users for pseudo-quality sign-off purposes. More generally, allowing for customizable permission levels would be of great help to potentially create a "view only" group by category for example.
An access level between Tech and Admin would be a great starting point. "Lead Tech" or perhaps "Engineer", granting access to the admin tab but NOT granting the ability to see ALL tickets. Ideally the role could be more granular with the ability to (as can be done with ticket sections/categories) assign appropriate sections of the Admin tab.