The current permissions in the Administrator Roles are a great start, however, based on our latest experience, it needs to be revised to allow the following:
1. Allow an option to prevent SUPPORT STAFF from closing a ticket (Administrator should be able to do this)
1. Allow an option to prevent CLIENT from closing a ticket (Administrator should be able to do this)
Recently, an inexperienced support staff closed a ticket, which confused a client and made us look as if we're unprofessional.
NOTE: You already have an option to PREVENT DELETE TICKET, why simply not add an option to PREVENT CLOSING TICKET?