Question
I'm trying to call an end user's direct number but the option Call this number is grayed out. Why can't I use the direct line option in the customer's profile?
Answer
This is related to restricting agent permission for Support which means that you don't have access to edit all properties in an end user's profile. Reach out to your account admin to grant you access.
For more information, see the article: Understanding Zendesk Support user roles.