Why is my ticket in "Read-Only Mode"?

On our platform, we highly value data privacy and limit access accordingly. Therefore, information access is sometimes provided under a Read-Only policy.

When you purchase a certificate but have delegated its management to a Manager, they are the ones who must lead the technical troubleshooting. If something goes wrong during the process, the manager will open the incident.

In this scenario:

1. Visibility: You will see the incident on your dashboard, as the certificate belongs to you.
2. Transparency: You can read the entire conversation history between your manager and our support team in real time.
3. Access Limitation: Spectator Mode will be activated, so you will not see buttons to reply or start a chat. We apply this restriction to protect the privacy of the technical thread and avoid conflicting instructions that could delay the solution.