Question
I am an agent in the Admin role in Zendesk Talk. Why does the phone icon () not appear to let me place or receive phone calls?
Answer
An agent in the Admin role is able to see the dashboard and view and manage all Talk settings, but can't make or receive calls. If you want to have admin access to the dashboard and also place and receive phone calls, have another admin set your agent role as a Team Lead instead.
An Admin role in Talk does not consume an agent seat. However, an Agent role or Team Lead role will consume an agent seat.
To change your Talk role permission, have the account owner or another admin in Support navigate to your agent profile. For instructions on how to change the role of a user, see the article: Giving agents access to Talk.
For further information, see the article: About staff roles in Zendesk Admin Center.
8 comments
Brad Weston
What possible sense does this make? WHY can an Admin not make or receive calls?
3
Dave Dyson
Hi Brad -
Sorry for the confusion – the Talk Admin role does not consume a seat when used in conjunction with a free Support seat such as Contributor or Light agent. In some organizations the person who would be setting up Talk wouldn't be answering calls, and this allows them the option to not consume a paid Talk seat. For more information on the various Talk user roles, see Giving agents access to Talk
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Logan Bowlby
@...
Is there an option to manually override this limitation; it seems silly an admin can't take a seat for talk when they can for the other products.
0
Dave Dyson
Hey Logan Bowlby,
Sure, no problem! The Team Lead role in Talk is a Talk admin who can also make or receive calls, so you can set yourself to that. See Giving agents access to Talk
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Logan Bowlby
Hi @...
My inability stems from being an account administrator. I am unable to change my role (as I see it) to Team Lead without demoting myself entirely.
Is there a workaround for that besides creating a sudo-user?
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Venn Villanueva
Hi Logan Bowlby, that's because Admins can set roles for any team member, except themselves as per this article we have, About team member roles and access.
You can ask any of your co-admins to downgrade your Talk role from Admin to Team Lead so you can make and receive calls.
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Brian Chapman
We have wasted hours trying to work out why there is no phone call option.
The onbording process for zendesk really needs a makeover. It takes ages to get a support answer and then there are strange rules like this one.
An admin should be able to do EVERYTHING.
Ive never experienced a software that doesnt behave like this. And why wasnt this made very obvious in zendesk. How are we meant to know that admins wont be abl eto see the phone symbol?
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Afabio Junior
I hope you are well, and thank you for sharing your feedback.
I'm sorry to hear about the difficulties you've encountered in discovering that Admins in Talk can't place or receive calls. As noted in our documentation, this is by design in Zendesk Talk. If you wish to maintain Admin rights and also handle calls, your role needs to be changed to Team Lead.
I understand this caused you some inconvenience, and I'd like to invite you to share your experience on our community forum at https://support.zendesk.com/hc/en-us/community/topics/1260801308510-Feedback-Voice-Talk- . Engaging with others who face similar challenges may help in finding workable solutions. Conversations that attract significant community attention are often reviewed by our product managers during roadmap planning.
Providing specific examples, explaining the impact, and detailing your current handling methods will be particularly valuable for our product teams trying to grasp the full scope of user needs.
Customer feedback is incredibly important to us, and your participation and votes in the forums play a role in shaping the future functionality of Zendesk.
Kind regards,
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