Support Rep and Account Manager

Hi,
we have the following problem:

Users are sending requests to our SupportCenter. These requests may be errors they encountered or wishes they have.
Sometimes they ask for an offer for a new product. Or one of our technicians finds out that the machine can not be repaired and a new one has to be bought.
These requests should then be assigned the account manager to create a new offer for the customer.
However, requests can not be assigned to account managers. Also an account manager can not create requests.
Often account managers are having a conference call with a customer and afterwards want to open a new request with the things they found out have to be done.
Or they have a problem with one of the products themself and want to create a request.

Is there a way to do this?

Jürgen