Possible Queries:
Unable to set group from list view.
Resolution Path:
- Validate the account details.
- Obtain details on the issue faced, error shown with the help of a video grab from the customer or via a screen share session. Confirm if this happens on the ticket list view page while setting the agent/group as highlighted below:
- Using this option, group and agents within respective groups can be assigned. By default, users with default roles available in Freshdesk
- If the user performing the action does not have enough permission (based on the assigned Role) to edit ticket properties, the blanks will not be clickable and the pop-up will not show. Eg: Collaborators with Ticket Collaborator role do not have permission to edit all ticket properties.
- If the role allows the user to update properties but they face an error, obtain a HAR from the user facing the issue to check for the error in Haystack logs in the respective datacenter.
- If there is no specific error or it requires further troubleshooting, raise an L2 ticket with the details.