Zendesk Talk call recording FAQ

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  • Nilu Sheikh

    I want my all voice record list

  • Jessie Schutz
    Zendesk Team Member

    Hi Nilu!

    Can you clarify what you're looking for? Do you want a list of your call recording files?

  • Jesper


    I'm looking for an option to restrict access for agents to recordings. Maybe being able to only enable it for specific groups.

  • Zach W.
    Zendesk Team Member

    Hello Jesper,

    At this time Talk recordings are not able to be restricted solely by themselves. The only way to restrict the recording would be based on the agent's ticket permissions. For example, if an agent is only allowed to view tickets within their own group, the agent will not have access to recordings that exist in tickets assigned to other groups they are not associated with.

  • Lefteris Klimentidis


    We are also looking for a way to narrow down access to call recordings according to role, without restricting tickets themselves. Do you actively looking into creating something towards that direction, or is there any other possible app or custom solution you could propose ?

  • Caroline Kello
    Zendesk Product Manager

    Hey Lefteris,

    Creating more granular permissions for tasks such as restricting access to call recordings is something that we're looking into, it's definitely a direction we want to go in. Thanks for raising this! I'm not aware of any custom solutions that would solve this at the moment unfortunately.

  • Hannah Ligon

    ETA: nevermind, I just saw in another article that only admins can delete recordings anyway. =)

    How can I restrict who is able to delete recordings?

    It seems too easy to accidentally delete a recording from a ticket, and it's not really something most agents should have access to do. 

  • Diana Hofer

    Are there any apps or third party solutions that would disable the ability for Agents to access call recordings?

  • Brett Bowser
    Zendesk Community Team

    Hi Diana,

    I wasn't able to track down any apps within our Apps Marketplace but maybe you'll have better luck!

    It doesn't look like we have a similar post within our Talk Product Feedback so I would recommend creating one along with your use case for our Product Managers to take a look at. This will also allow other users to join the conversation and help gauge the need for this feature.

    Thanks again for taking the time to provide us with your valuable feedback :)

  • Dan McGrail

    Rob Stack

    We use a 3rd party application to record screen captures and attach them with the audio recording from Zendesk Talk. When the call goes on hold the audio recording stops and this mis-aligns screen capture. Is there a way to "Record Through Hold", similar to many many other audio recording products. Thank you.

  • Dave Dyson
    Zendesk Community Team

    Hi Dan, I see you've also posted to our product feedback topics, thanks: Zendesk Voice to Record Through Hold


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