Department Dropdown Greyed Out When Forwarding a Ticket
This article explains why the Department dropdown may appear greyed out (disabled) in the Forward Ticket dialog and how to resolve it.
Why Does This Happen?
When an agent tries to forward a ticket to another department, the Department selection dropdown is only available for departments the agent is a member of. If the agent has not been added to a particular department, that department will not be selectable — and if the agent belongs to no departments, the dropdown may appear entirely greyed out or disabled.
This is a permissions-based behaviour: agents can only forward tickets to departments they have access to.
How to Fix It
To allow an agent to forward tickets to a specific department, you must add that agent to the desired department. Follow the steps below:
- Log in to LiveAgent as an Administrator.
- Navigate to Configuration > Agents.
- Find and edit the agent in question by clicking their name or the edit icon.
- Inside the agent's profile, open the Departments tab/section.
- Enable the department(s) to which the agent should be able to forward tickets.
- Click Save to apply the changes.
Once the agent is added to the relevant department(s), the Department dropdown in the Forward Ticket dialog will become active and selectable for those departments.
Important Notes
- Only administrators can manage agent department memberships via Configuration > Agents.
- An agent can be a member of multiple departments. Add them to all departments they need access to for forwarding purposes.