Can create tickets, cannot update them

Hoping I can get some quick response on this, as our business relies on this software to function especially in this remote-work environment we find ourselves in today.

We can create tickets manually, and the email->ticket flow is working correctly but we cannot update tickets, or change their status, or even assign them to people. We can't mark tickets as in progress, or resolved. We cannot add replies or private notes to tickets.

No errors that are reported in the event log that I can see, no errors in the browser console, just... nothing.

We are using Sharepoint 2019 on-prem, version 1.3.12

I re-imported the default forms for ticket edit/display/new, still not working.