Sandbox-Freshdesk

Possible Queries:

• I am unable to change the scope of an agent. The scope section is greyed out. Could you help me fix this?

Resolution Path:

I am unable to change the scope of an agent. The scope section is greyed out. Could you help me fix this?

If the customer reports that the scope section is greyed out i.e. they are unable to change the scope, do check if the customer is on the Free plan. If they are on the Free plan, they will not be able to change the scope and this feature is available only from the Growth plan.

However, if the customer is on the higher plan and they are not able to change the scope, you can collect the below information and check with the L2/Floor coaches:

-> Freshdesk URL of the customer (Example format: companyname.freshdesk.com)

-> Confirm if they are unable to change the scope across all browsers/incognito windows.

-> Check if all the admins are facing a similar issue while changing the scope of an agent.

-> Sample image/video recording along with the HAR file.