Hide Voice ringtone and volume settings when Talk/Voice is disabled

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

We would like the “Call ringtone” and “Volume” options to be hidden from agent profiles when Zendesk Talk/Voice is disabled for the account or unavailable to the agent. This issue affects agents and administrators in organizations that do not use Talk/Voice.

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

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

Displaying Voice-specific settings when the Voice functionality is unavailable can confuse agents and make them think that calling features are enabled or available. Hiding these settings would make the profile page clearer and ensure that only relevant options are displayed.

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)

We noticed this issue after the new ringtone and volume settings were introduced in agent profiles. Even though Talk/Voice is disabled in our environment, these options are still displayed to agents. The issue occurs every time an affected agent opens their profile settings. This creates unnecessary confusion and may lead to questions or support requests regarding a feature that is not available in our organization.

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

There is currently no technical workaround. We can only inform agents that these settings are not applicable and should be ignored.

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

Ideally, Zendesk should automatically hide the “Call ringtone” and “Volume” settings when Talk/Voice is disabled for the account or when the individual agent does not have access to Voice functionality. The options should only be displayed to agents who can actually receive Voice calls.