Below are some frequently asked questions and answers about call recording in Zendesk Talk. For more information about configuring call recording, see Managing call recording options in Talk.
Call recording basics
How can I turn off call recordings?
You can only turn off call recording for individual phone numbers, not all phone numbers at the same time. This includes both outgoing and received calls for the phone number. To learn how to disable call recordings, see Managing call recording options in Talk.
What calls and parts of calls are recorded?
- Calls answered by an agent via the web browser or on an agent forwarding number
- Calls transferred to an external phone number by an agent
- On-hold time and time in queue
- Consultation time before transferring a call to another agent
- A call routed to IVR that then directs the call to a external phone number
Are call recordings transcribed?
Zendesk Talk does not natively transcribe the entire call recording. Only voicemail recordings and overflow calls are transcribed and included in a ticket. Voicemail transcription can only transcribe voicemails left in English, and is enabled by default. You can turn off transcription in your voicemail settings. For more information, see Configuring voicemail options.
Are call recordings stored in mono or stereo format?
All call recordings are stored in mono format.
Where are call recordings stored?
Call recordings are encrypted at rest and initially stored in our voice provider Twilio's data center. Recordings are then copied to a Zendesk data center hosted by Amazon Web Services. All call recordings are stored in the United States and cannot be stored elsewhere.
Can I delete recordings?
Recordings can be deleted either manually from individual tickets or automatically based on a set time limit. Deleted recordings cannot be recovered. If you select to automatically delete recordings, voicemail transcriptions will still remain in the associated tickets. When you select to automatically delete recordings, the schedule will apply retroactively and delete recordings.
How long are call recordings stored?
There is no time limit for how long call recordings are stored. You can either select to manually delete recordings or to automatically delete them after a set time range. For help deleting recordings, see Deleting recordings.
Call recording access and security
Who can access call recordings?
Any agent with permission to access tickets can access call recordings. You can permit end-users to access live recordings in their requested tickets by enabling the New live call recordings are public? setting in the Settings tab (In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.)
For details, see Enabling Zendesk Talk and configuring general settings.
Can I pause call recordings?
If you're on the Talk Professional or Enterprise plan you can use the pause and resume button in the ticket bar and the call console. For more information, see Pausing and resuming call recordings with agent recording controls.
If you're on a different plan, you might be able to use apps available in the Marketplace like Intelligent Voice and Voicebase to automatically detect and redact credit card data from call recordings.
Can callers opt-in or opt-out of call recording?
If you're on the Talk Professional or Enterprise plan you can configure opt-in or opt-out for each of your Talk phone numbers. You can find the call recording opt-in or opt-out settings on the Call recording tab for each Talk numbers. For more information, see Understanding call recording permissions (opt-in and opt-out).
Are end-users notified when calls are being recorded?
Zendesk Talk's default greeting notifies end-users that they will be recorded; however, if you use a custom greeting, you will need to indicate that calls might be recorded. For outbound calls, your agents will need to inform end-users as part of their introduction.
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.
Hi Dan, I see you've also posted to our product feedback topics, thanks: Zendesk Voice to Record Through Hold
I am trying to create a view for recorded phone calls. Is there a list or a way of tagging these tickets?
Thank you as always!
I don't know of a way to automatically do this. One potential issue is that recordings can be manually deleted, so even were it possible to tag a ticket when a recording is added to the ticket, you'd need a way to detect the recording being deleted, and i don't know of a way to do that either). I think the best that can be done today would be to manually tag the tickets (or add a checkbox field to the ticket to manually record it). Then at least you could build a view based on that.
You can also submit product feedback on this to our Feedback on Support topic, so others who may have the same need can upvote and add their own use cases. Please make use of the format in this template so our product team has the information they need. Thanks!
Quick question related to recording's access - per below it says that Agent with ticket access can access call recordings - but does it have any limitations that agents can see only recordings from calls they accept/make , or no limitations at all that they can see recordings from other calls from other agents as well?
Any agent with permission to access tickets can access call recordings. You can permit end-users to access live recordings in their requested tickets by enabling the New live call recordings are public? setting in the Settings tab (In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.)
Ideally, ticket access can be restricted by roles (if an agent can't see a ticket they can't access any call recording it may contain). However, it looks like there is currently no way to restrict the agent's access to call recording. Right now the behavior is that agents will always have access to the recordings on any tickets they have access to.
I've taken a look and found that other users are discussing similar needs here: Limit agents ability to listen to recordings
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.
We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.
I hope that helps!
Thanks for looking it up to me. I tried clicking on the link provided but seems like it's expired or something. Should we create a new thread now?
Creating a new thread for the feature request will be the best option! 😊️
I used to be able to click on a call recording and skip ahead to the part I needed to hear. I no longer have that option. Has something changed?
Is there a way to allow end users to listen to voice recordings from other end-users within their organization?
We use Zendesk in a business to business application. For the businesses we work with, we have enabled the managers to view all tickets within their organization (using the access setting in their user profiles). However, the managers are not able listen to call recordings on tickets within their organization unless they are the requester. When they try to access the call recordings, they get the error message "You do not have access to this page. Please contact the account owner of this help desk for further help." Is there a way we can allow these managers to listen to call recordings on all tickets within their organization?
Make the call recording available to others outside your organization. will definitely be a good addition to our Talk functionality, especially for those who are catering to business-to-business communication. However, as of the moment, the recording can only be accessed by logging into your Zendesk account. The workaround is to have the agent download the call and sent it to the proper party.
I understand your need for this functionality so I am marking your comment as Product Feedback and make sure that this will be echoed to our Product Managers.
We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality.
Is it possible to tag a ticket when an agent pauses a call recording at any time during the call?
It looks like there is no way to add a tag to a ticket where a call recording was paused. Automatic ticket tagging can be done via trigger, or by calling an Add Tag API endpoint. However, there's no trigger condition or API attribute that can be used to identify if a call recording was paused.
I encourage you to create a new post in the Talk Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
Is there a way to download mono audio recordings as stereo recordings?
here you can find the options that we recommend for downloading call recordings:
Can I download call recordings?
My understanding of Call Recording storage is that the only billing for it is the initial $0.003/min cost to record. Some CCaaS providers charge for short and long-term storage of recorded calls as well. It might be good to clarify that there are no such costs for Zendesk Talk. Thank you and let me know if I'm not understanding this correctly.
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