The [[USER]] is the basic user of the HD module.

He is the one assigned tickets for the issues for which he is requesting help from the helpdesk, and can issue [[FOLLOWUP]]s to them.

He is is bound to a [[CUSTOMER]], who is the one actually managing the support contracts. Of course, any  many cases, a user will also be a customer, so the roles and permissions will be combined.

Depending on setup, users may or may not be allowed to create their own tickets. For corporate-type support, tickets will typically be created by the person registered as customer, who will create the tickets on their behalf.