Example scenario: User1 has a Role of Center and Helpdesk, User2 has a Role of Helpdesk, and User3 has a Role of Client.
User3(w/ Client Role) will open a Ticket and assign it to User from Center Role, which is User1(also included in Helpdesk Role). User2(w/ Helpdesk Role only) was able to see and view the opened ticket but unable to update the status. Only User1 or Users with Center Role can update the status.
The idea is to have a central receiving of Tickets for proper distribution of issues or opened tickets. Also this eliminates confusion to Client(who will open a ticket) on to whom he/she will assign the Ticket.