Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Our clients are asking that if some end users have access to view all of the tickets submitted in Zendesk, they also can listen to the call recordings. This will give them more insight into what is being requested and how issues are being relayed to support.

What problem do you see this solving? (1-2 sentences)

The access to all recordings will provide the client with more insight into their support requests (internal training)) and eliminate the need for clients to request access to individual recordings via a new support ticket.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

End users make this request multiple times every month and create unnecessary admin work for our technical support agents to download and eail

This problem happens on a daily basis. This is critical for our business as our agents get very hungry which affects their productivity and our customer satisfaction score.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

When requested, we download the recording and email it to the client.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like any end user with full access to all organization requests to also have the ability to listen to any recording, even if they didn't submit the ticket. They can click on the recording and listen to it just as the original requester could.