There are three roles: • Admin: can do everything, including editing and reassigning tickets, managing users, labels, statuses, and teams. • Agent: gets assigned tickets (or self-assigns if allowed), updates status, comments, and attaches files. • Viewer: read/audit access, can view reports and history, no editing.

Tickets are assigned to an agent or a team. Assignments and reassignments are logged for audit. Admins can reassign at any time. Agents may self-assign if your organization allows it.

Use the “Assigned to me” filter in the list/board view. You can also search by status, label, assignee, and date to locate tickets quickly.

Admins can edit all fields. Agents can update allowed fields (e.g., status, labels, assignee, comments, attachments). Viewers cannot edit.

Yes. Admins and agents can comment and attach files, according to your organization's policies. Attachments may be scanned for safety and compliance.

Agents and admins can mark as resolved/closed. Reopening can be done by admins (or as per your organization's rules).

The system records views and first actions per user to compute metrics like time-to-action and time-to-resolution. These indicators show up in reports.

Admins and viewers can access dashboards and export reports (e.g., PDF/Excel), subject to permissions.

Yes. When you are assigned (or mentioned), you may receive email and/or in-app notifications, based on your preferences.

You may see an access denied message if you lack permissions. Ask an admin for access. Permission changes take effect immediately (you may need to refresh the page).