James Leahy

Yes please. We definitely need this.

Hi Greg

Yes, It's a general issue. 

I feel there should be a solution, because the concept of having our database control the data using the API and using Zendesk to do the support without editing the end user data seems like something lots of API setups should want.

The general concept for our support centre is that

- the API syncs the data into Zendesk from our database. Staff can then provide the support in Zendesk.

- Our staff can edit end users data on our website which syncs into Zendesk. But we can't have staff edit on Zendesk and have that data sync into our website. We've therefore made the Staff role for End-user profile access Read Only at /admin/people/team/roles

The we have is that when users with Staff role click on an end user they can view the phone number; but when they click on the number the 'Call this number' is greyed out.

I would argue that ringing a number should be included within 'read only' not 'edit'. It doesn't edit the end user it just calls them.

What do other setups do when they want to use the API to sync in their data. Surely others will want to use Zendesk to provide the support but will want their own system to control the data?

In summary my request is that roles with End-user profile access Read Only should be able to click on phone numbers and call them.