Travis Coleman

On the enterprise plan, I have the ability to create roles with special permissions. Our team is structured in a way that we have multi-tier support with the highest tier needing permission to listen to live calls. The only way I can currently achieve this is by giving users full permission to the channel which isn't something I want to do since it allows them to access the configurations and potentially cause further issues. 

Request: Provide access to Live Calls without requiring full admin permissions for the channels

To my knowledge, Zendesk doesn't have a way to automate this without using a 3rd party tool. I've tried numerous ways to auto assign using automations and triggers but didn't have any success. I eventually had to create fields within the user profile (a date stamp) and build a custom service that polls the api, pulls the oldest unassigned ticket and assigns to the user who's assignment date stamp is the oldest. 

Any updates on this?