topic Re: Users unable to select ticket status in Help Desk in Tickets & Conversations

Users unable to select ticket status in Help Desk

SBosevich — Mon, 02 Sep 2024 15:29:23 GMT

I'm stumped.

All users have Service Hub license.
All users' Permission Set for Tickets includes permission to "Edit All Tickets"
The "Ticket Status" property is set to "Everyone can view and edit".
Pipeline rules do not restrict Ticket Statuses in any way.

YET...only 1 of my users can select a ticket status - for the other users, Ticket Status is greyed out. What am I missing?

Re: Users unable to select ticket status in Help Desk

BérangèreL — Tue, 03 Sep 2024 09:12:48 GMT

Hi @SBosevich,

Thank you for reaching out to the Community!

That does sound frustrating, I'm sorry for the issue you've faced.

The good news is that you are in the right place - we love problem solving on the community.

I'd like to ask clarifying questions to make sure I understand what's happening:

1. Is the user who can select the ticket status a super admin?
2. Are the users who cannot select the ticket status also super admin?
3. When you hover over the greyed out button, is there an error message with more details?
4. Have the users tried in incognito mode?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

On this article "Create, respond and manage tickets in help desk" I can see that "only Super admins and users with a Service Hub seat can access all features in help desk. Users with Service or Sales Access can still view and collaborate within the help desk workspace. However, they won't have access to all default views, help desk settings, and customizations. Users can only see tickets in help desk that they have access to. Learn how to limit access to tickets for your users. ".

Can you try to have one of the users as super admin to see if that solved the issue?

I'd like to invite a couple of subject matter experts to this conversation: Hi @Jnix284, @CHawkins and @danmoyle do you have suggestions to help @SBosevich, please?

Also, I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, including hopping on a screenshare if necessary.

Thanks a lot and have a great day!

Best,
Bérangère

Re: Users unable to select ticket status in Help Desk

danmoyle — Wed, 04 Sep 2024 14:32:36 GMT

+1 for this answer @BérangèreL - no notes. 😊

Re: Users unable to select ticket status in Help Desk

SBosevich — Wed, 08 Oct 2025 22:12:52 GMT

SO, we pushed our deployment back a year and still have this issue. I have to look further, but I can confirm that Super Admins can change status. There is no error message. No change in incognito. I've been with chat support and they are escalating to dev team. I never got any further response via the community (nor did I mark the original response as an accepted solution)

Re: Users unable to select ticket status in Help Desk

STierney — Wed, 08 Oct 2025 23:30:07 GMT

Hey @SBosevich - thanks for following up here!

Regarding the accepted solution - we generally try to highlight next steps that may be applicable for all of our Community Users. So in this case, it looks like it was accepted as a solution to emphasize what anyone else with a similar inquiry may want to look into as a first attempt to troubleshooting.

With that said, is your inquiry and escalation with the Support team recent? I'm confident the dev team will be able to identify a resolve, and I'm hoping you'll be willing to share their insight in this post once you receive it!

Shane, Senior Community Moderator

Re: Users unable to select ticket status in Help Desk

SBosevich — Thu, 09 Oct 2025 01:04:34 GMT

Yes - it was today that I had the conversation and was sent to Dev. I will definitely share the solution (fingers crossed) here.