There are two levels currently available:
1. Admins assign tickets to the agents or the system auto–assigns the tickets to the agents. Admins can modify settings and access rights of client users, other agents and admins, apart from the initial admin that is used to create the raiseaticket helpdesk site name.
2. Agents can assign tickets to themselves, reply to tickets that are assigned to them, and view the tickets that are available in their group.
The dashboard and reports can also be customized as On/Off for each agent.