Staff Troubleshooting

Problem	What to try
A ticket is missing from your queue	Check the department, assignment, status, trash view, and whether another staff member owns it.
You cannot assign a ticket to a staff member	Ask an administrator to check that person’s Awedesk role and department access.
A saved reply is missing	Ask an administrator to confirm it still exists and is available.
A customer says they did not get the reply email	Confirm the reply appears in the ticket, then ask an administrator to review mail delivery.
You cannot close or reopen a ticket	Confirm your role allows the action and refresh the ticket before trying again.
The ticket warns about unsaved content	Return to the reply box, save or discard the draft, then navigate away.