Hi @dang_truong1 ,

Greetings from the Freshworks Community!
 

I understand your concern regarding the Scope. Usually, it happens if you’re trying to edit an “Account admin”s Scope. You will not be able to do so.

Kindly reply back to this thread if you’re facing the issue while editing some other role’s agent.

Regards,
Jebas D.

I am having this problem. Is it because I only use the free version? I want to assign specific tasks to just one person but I only want them to see tickets that I’ve assigned but it’s dimmed. Help?

Yes ticket scope starts from Growth plan - https://support.freshdesk.com/en/support/solutions/articles/196886-i-want-my-agents-access-to-be-altered-while-working-on-the-tickets-how-do-i-go-about-this-