Hi There, we are a relatively small organisation and I am the admin and fulfil team leader responsibilities for Zendesk. I need to be able to listen to live calls but retain my admin permissions. Can this be changed please?
Allow Talk Admins To Listen to Live Calls
Hi Rachel! Thank you for your question. I hope you are well.
The ability to listen in on a Live call is actually something that you can do with Zendesk Talk. In order to do this, you must go to the Talk Live Dashboard, it is necessary that you are a Talk Admin or Team Lead in order to access the Live Dashboard. Once there, it is required that you are a Team Lead in order to see the option of listening in on Live calls. This article explains how to listen in to live calls: Monitoring calls with the Live calls dashboard.
Keep in mind that you must have a subscription to Zendesk Suite: Professional or Above, or a Talk subscription Professional or above. At the moment, this feature is only accessible to users with the "team Lead" role, but our team is working on introducing a more granular system for permissions in Talk.
I hope this was helpful!
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