We Have 3 Roles, inside Helpdesk Plugin:
Admin (Permissions of WP website Admin)
By default, you as website admin receives Admin role. You can see and edit all tickets and WP users.
Helpdesk Manager (Permissions of WP Editor)
As an admin, you can create add new Helpdesk manager to answer on customers tickets. You can manage WP user role right on WP users section. Once you have a few customer support managers, they will be listed on the drop-down menu (Assigned to the field). So you can assign an agent to a specific ticket.
On the Plugin settings – General Page you can choose a responsible manager for all incoming messages (tickets). New tickets will be automatically assigned to that person. So, it’s like the first line of support. He can answer to the author or assign the new ticket to a colleague.
Helpdesk client (Permissions of WP Subscriber)
Everyone new customer (unique email address) who send you a ticket became a WP User with the role – helpdesk client. All information about that user saved on WP user section. On the ticket page, you can see customer profile with the link to WP user profile.