Update: After posting my questions publicly, the team reached out and fixed the roles/permissions bug support agents can no longer delete tickets as they could before. They mentioned they're handling a high volume of support tickets, which explains the initial delay. Appreciated that they followed up on this.

The mobile app ticket issue is still open I've raised it separately and waiting on that one.

Overall, Charla does what it promises. The chatbot works well, ticketing is solid, and it covers what we need day-to-day. There are still a few minor bugs that need polish, but nothing that blocks the core workflow.