Unable to update agent/group details to the ticket

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.