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.

Note: For information on which calls and portions of calls are recorded in Zendesk Talk, see Which Talk calls and parts of calls are recorded? in our Support tech notes.

This article contains the following sections:

• Configuring live call recording options
• Transcribing voicemails
• Deleting recordings
• Downloading recordings

Note: If call recording is enabled, recording continues after you transfer a call internally (to another agent or group) or externally (to an end-user or external number).

Configuring live call recording options

Important: You are responsible for using the recording features in Zendesk Talk in compliance with all applicable laws. Certain jurisdictions may require End-User and/or Agent consent prior to initiating a recording. By enabling call recording, you agree that you have received such consent.

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

Talk only transcribes voicemails into English, regardless of the language of the voicemail that was left. You can disable voicemail transcription for individual numbers.

Note: There is an additional charge for transcribing voicemails. See our pricing page for details.

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.

Deleting recordings

In Zendesk Talk, you can either delete recordings automatically after a specified period of time or delete recordings from individual tickets. If you're on the Enterprise plan, you can view the admin that deleted the recording and when the recording was deleted in your Audit log.

This section contains the following topics:

• Automatically deleting recordings
• Deleting recordings from tickets

Automatically deleting recordings

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.
• If you change the recording deletion schedule, all of your past recordings as well as new recordings going forward will be impacted.

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.

Deleting recordings from tickets

If you no longer want a recording to appear on a ticket, you can permanently delete it. Only admins can delete individual recordings from tickets.

Note: This feature cannot be disabled.

To delete a recording from a ticket

1. In Zendesk Support, select the ticket with the recording.
2. Next to the recording, click delete recording.

   

   Important: Once deleted, the recording will be permanently removed from the ticket and cannot be recovered. The deletion will not be noted in the ticket events log.
3. Click OK.

The recording player will be replaced by a label stating "recording not available".

Downloading recordings

If you want to download Talk recordings and access them offline, use the Zendesk Download Recordings app.

The features of this app include:

• Download all inbound and outbound calls as well as voicemails with a single click
• Original ticket information like caller name, phone number, date and time
• Download recordings in all browsers supported by Zendesk (Safari, Firefox, Internet Explorer, Chrome)
• Audio playback
• Manage access by role and groups

For full details about the app and how to install it, see the Download Recordings app page in our app directory.