You can create multiple roles in your support system. The Administrator and Agent roles are added by default. You can add other roles like Supervisor, Manager, etc with different capabilities. You can add new roles at Dashboard > Support > Support Agents > Agent Roles setting.

You can give the following permissions(capabilities) to an agent role.

1. Ticket visibility permission
2. Ticket assign agent permission
3. Ticket reply permission
4. Ticket status change permission
5. Change ticket fields permission
6. Change agentonly fields permission
7. Change raised by permission
8. Delete ticket permission
9. Edit/Delete ticket threads permission
10. Add private note ticket permission
11. View log ticket permission