Hoping this isn’t a duplicate, but in our current set up we have agents that are required to close or set the status of tickets themselves. Despite the fact that ticket:update permission is set in the permissions settings, agents are unable to set the status unless I set the permission " Is this role defined as an admin role?" enabled for the Support user group. Is there any way around this? Ideally, I want agents to be able to close tickets, but don’t want them to have admin permissions.
Thanks in advance