cant reply to customer tickets – permissions needed

Hi Guys,

i have purchased ws desk and am testing it out for our customer ticketing.

when i am an administrator to our site it works fine.

however when i am a “shop manager” (which our agents who manage tickets are) ws desk does not let me reply to customers.

the field for the reply is missing.

do yo know why this would be?

the permission i have granted are:

?assign_product_terms
?assign_shop_coupon_terms
?assign_shop_order_terms
?crm_role
?delete_others_products
?delete_others_shop_coupons
?delete_others_shop_orders
?delete_private_products
?delete_private_shop_coupons
?delete_private_shop_orders
?delete_product
?delete_product_terms
?delete_products
?delete_published_products
?delete_published_shop_coupons
?delete_published_shop_orders
?delete_shop_coupon
?delete_shop_coupon_terms
?delete_shop_coupons
?delete_shop_order
?delete_shop_order_terms
?delete_shop_orders
?edit_others_products
?edit_others_shop_coupons
?edit_others_shop_orders
?edit_posts
?edit_private_products
?edit_private_shop_coupons
?edit_private_shop_orders
?edit_product
?edit_product_terms
?edit_products
?edit_published_products
?edit_published_shop_coupons
?edit_published_shop_orders
?edit_shop_coupon
?edit_shop_coupon_terms
?edit_shop_coupons
?edit_shop_order
?edit_shop_order_terms
?edit_shop_orders
?list_users
?manage_product_terms
?manage_shop_coupon_terms
?manage_shop_order_terms
?manage_slp
?manage_slp_admin
?manage_slp_user
?manage_woocommerce
?publish_products
?publish_shop_coupons
?publish_shop_orders
?read
?read_private_products
?read_private_shop_coupons
?read_private_shop_orders
?read_product
?read_shop_coupon
?read_shop_order
?tafstorewholesale
?view_admin_dashboard
?view_woocommerce_reports

what permission do i need to have to make ws desk work correctly?

any help is much appreciated.

The page I need help with: [log in to see the link]