Possible questions
- The admin is unable to edit an email address from admin --> agents for some agents while for some other agents it is possible to do so within admin --> agents in Freshdesk.
Resolution Path
- Check if the agent is a part of multiple products in the same org. If an agent belongs to any other product apart from Freshdesk, their email address can't be edited from within Freshdesk and it has to be updated from the Org page.
- If the agent is added only in the mentioned Freshdesk account, it should be possible to edit the email address from admin -- > agents itself.