I have two questions regarding the support agent in the settings. You mentioned that a support agent cannot delete tickets. However, when I tried from one of my colleague’s accounts, who has only the support agent role, he can delete all tickets. I think it would be better to create roles for your agents so that some can delete and some cannot.

My second question is about the mobile application. When I installed and logged in, only the live session with the user appears; I cannot see any tickets, respond, or open tickets in the mobile app. Is there any feature I can enable to see tickets, or is it only connected to the live session with the user? It would be great if we could use the mobile application to respond to users’ tickets.