On retrieving device codes, maybe a "Forgot Device Code" button on the user page that sends an email to the agency primary contact? As others have pointed out, that should be our job, not yours...
As for support, I agree with Chad -- A911 should only be getting requests from "authorized" users, be that the Admin or a separate "Support" user. Don't know how to force that unless you required all support requests to come from registered users and any other "Contact" messages will be ignored if it's a support request.
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