Different levels of access

Hi

We looking to implement for a property management company.

1. We need three levels of access to the information on one ticket is that possible that means the tenant must not be able to see all the info in the ticket? Can we have levels and limit the amount of info seen by each level?
Three levels: Highest is Property Manager – then Agent and then Tenant
Agent and Tenants to track the progress but not to be able to access the Property Managers docs and attachments.

2. Do you have reports on speed of agents?
3. Do you have alerts when project goes over time?

Thanks
Warren