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.
The ability for agents to modify end-user profiles in these plans is defined by the access those agents have to tickets. However, agents are unable to modify organization fields.
To allow agents to change user fields for end-users, they need to have access to All tickets. Adjust the access an agent has to tickets in their user profile:
For more information, see the article: Adding agents and administrators.
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. For more instructions on how to adjust an agent's role, see the section: Assigning custom roles to agents.
Under the custom role page, the options to Manage user fields and Manage organization fields must be checked. For more information, see the section: Creating custom agent roles.
Does this also apply to editing Light Agents (or any agent)? In other words, is assigning these permissions also allowing them to add Agents to multiple orgs?
We are on Enterprise plan. Scenario: all internal employees are Light Agents. If someone submits an internal ticket for one of our customers, we want to set the Org to that customer, but leave the requester as the Light Agent. We have written a plugin that does all this, and it works for me as an Admin but not them as an Agent. It is a custom role, and they previously did not have those permissions, but after adding them and the Agent logging out/in again, it still didn't work.
Light Agent permissions cannot be modified. For light agent permissions, please refer to Understanding and setting light agent permissions.
For the custom role you can try to use these permissions. If the same issue persist, please contact us directly for us to investigate.
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