Zendesk Talk call recording FAQ

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13 Comments

  • Dan McGrail

    @...

    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.

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  • Dave Dyson
    Zendesk Community Manager

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

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  • Jonathan Simone

    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!

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  • Dave Dyson
    Zendesk Community Manager

    Hi Jon,

    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!

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  • Andrew Chu

    Hi Dave,

    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.)

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  • Aubree
    Zendesk Customer Care
    Hi Andrew, 
     
    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! 
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  • Andrew Chu

    Hi Aubree,

    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?

    https://z1legacy.zendesk.com/hc/en-us/community/posts/1500000021302-Limit-agents-ability-to-listen-to-recordings?_ga=2.235737281.1116296239.1636341819-144066994.1620138341

     

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  • Aubree
    Zendesk Customer Care
    Hi Andrew,
     
    Creating a new thread for the feature request will be the best option! 😊️
     
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  • Liz

    Hi there,

    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?

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  • Jon Durlauf

    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?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Andrew, 

    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.
     
     
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  • Tyler Wittman

    Is it possible to tag a ticket when an agent pauses a call recording at any time during the call?

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  • Joyce
    Zendesk Customer Care
    Hi Tyler,
     
    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. 
     
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