Managing recording options in Zendesk Talk

 

Having recordings of support calls and voicemails can be helpful when you're reviewing past tickets. This topic describes how to manage different recording options in Zendesk Talk.

This article contains the following sections:

• Configuring live call recording options
• Transcribing voicemails
• Automatically deleting recordings (Talk Advanced)

Configuring live call recording options

You can configure live call recording options at both the channel-wide level and for each number:

• Channel-wide: Set whether call recordings are public (meaning requesters can access recordings of their calls).
• Number-specific: Set whether calls are recorded for each specific number.

To determine whether call recordings are public

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. In the General Settings tab, select Yes or No next to New live call recordings are public? Selecting Yes means requesters will be able to access recordings of their calls.
3. Click Save tab.

To disable recording calls for a number

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. Select the Numbers tab.
3. Next to the number you want edit settings for, click the menu icon, then select Edit.
4. On the Settings tab, toggle the Record calls? option to on or off.
5. Click Save changes.

Transcribing voicemails

By default, voicemails left in English are transcribed into the resulting ticket. You can disable voicemail transcription for individual numbers.

To disable voicemail transcription for a number

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. Select the Numbers tab.
3. Click on the number you want to edit.
4. Click the Voicemail tab.
5. Toggle the Transcribe voicemails? setting to off.
6. Click Save changes.

Automatically deleting recordings (Talk Advanced)

By default, when a ticket is deleted, the call recordings attached to the ticket are not also deleted. They remain hosted on Twilio. All other information on the ticket, including transcriptions, will be deleted.

To change this behavior, you can configure Zendesk Talk numbers to automatically delete live call recordings or voicemails after a certain amount of time.

Keep in mind the following when configuring automatic recording deletion:

• The timer starts when the recording is created. Recordings will be deleted once the selected timeframe has elapsed, regardless of associated tickets or their statuses. For this reason, we recommend that you select a timeframe long enough to minimize the chance that related tickets will still be in progress, such as six months.
• End-users can access live call recordings only if they're set to be public in Talk's general settings. For details, see Enabling the Voice channel and configuring the general settings.
• If you have transcription enabled, voicemails in English are transcribed in the ticket. The transcription will remain in the ticket even if you've set up the voicemail recording to be deleted. Live call recordings are not transcribed.

To set up automatic recording deletion for a Talk number

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. Select the Numbers tab.
3. Next to the number you want to automatically delete recordings for, click the menu icon, then select Edit.
4. In the Settings tab, select a timeframe for live call recordings in the Delete recordings after field.
5. To set up automatic deletion for voicemails, click the Voicemail tab. Select a timeframe in the Delete voicemails after field.
6. Click Save changes.