Hi,
I fully support this, for reasons also detailed in As a user that is both agent and customer I need to be able to open tickets as customer. Ideally, it should be possible for an agent or administrator to select the role he wants to have (among his possible roles) for a specific operation. This is something that exists in GLPI ticketing system and is very useful both for the use case described here (in many cases, an agent is also an internal customer) and for testing.
Michel