When SLA24 Service Desk is installed there are FOUR new ROLES that are added to your WordPress site along with a slew of new WordPress Capabilities. These four roles are:
Basically, the WordPress Admins, Support Supervisors and Support Manager have the same rights to handle activities in SLA24 Service Desk. The difference between the roles is their ability to handle other WordPress functions (admin vs editor vs subscriber).
Here is the full list of Capabilities added by version 5.2 of SLA24 Service Desk.