Users unable to select ticket status in Help Desk

[SBosevich]

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?

[BérangèreL]

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

[danmoyle]

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