As a reporter you will automatically be redirected to the “My tickets” page. From there you can view your tickets, create a new ticket or view the knowledge base.
As an agent you can view tickets you are assigned to. You can create tickets, reply to tickets & change the status / type / system. Also you can create FAQs & Saved Replies.
In addition to the agents capabilities, the admin can create new status, types, systems and can change the main plugin settings. Also he can create FAQ topics, saved replies categories & see the reports.