“Close Ticket” button fails

We’re just starting to use the Plugin. Pardon a dumb question:

A ticket in the name of a user assigned to two agents, both of whom are also WordPress Admins.

Neither of the agents could close the ticket by clicking on the “close ticket” button.

However, launching the “Ticket Status” editor and selecting status “closed” works.

Is there a dependency on “customer approval” I need to remove?

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