Why can't some agents edit user and organization fields?
The ability for agents to modify end-user profiles changes according to your account's pricing plan.
- Enterprise plan
If an agent cannot adjust the organization of a user, it is likely that the agent's custom role settings does not permit them to do so. You can adjust an agent's role in their user profile, see Assigning custom roles to agents.
To see if the role has the ability to change groups or organizations, head to Admin () > Manage > People. Then select roles under the search bar to see a list of your agent roles, which you can then select to view the configuration for each.
The specific setting for this, is Can add or modify groups & organizations.
For more information on custom agent roles for Enterprise, see Creating custom agent roles.
- Team and Professional plans
The ability for agents to modify end-user profiles in lower plans is defined by the access those agents have to tickets. To allow agents to change user and organisation fields from your end-users, they need to have access to All tickets.
You can adjust the access an agent has to tickets in their user profile:
For more information, see Adding agents and administrators.