Question

When I open a ticket, fields are greyed out and not clickable. How can I resolve this?

Answer

This can happen in two situations:

  • Your ticket may be closed. You can only make limited changes to closed tickets. As stated in this announcement, you can edit the Tags, Subject, and Priority fields. Other fields cannot be edited.

  • Your field access may be restricted by an app. To fix this, contact your administrator to check app settings. The Ticket Field Manager app is often responsible for this behavior.

For more information, see these articles:

  • Can I edit closed tickets?
  • Managing your installed apps
Powered by Zendesk