Installing and using the Download Recordings app

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    Hi. Sometimes the downloadings won't load on the ticket and our agents have to refresh the page up to 5 times for it to show. They show up on the app panel on the right but appear with a duration of "0:00 / 0:00" and are unplayable.

    Has this happened to anyone else ? I can't really tell my agents to keep refreshing until they show up.

    Thanks :)

  • Jason Schaeffer
    Zendesk Customer Care

    Hi Charles,

    Has this been consistent for all agents? Has there been any consistency in the behavior such as time, browser etc? Do you use any browser extensions such as Grammerly. I may suggest all agents performing a clearing of their browser cache as well as seeing if they are able to replicate from a secondary browser. Lastly, you can uninstall and reinstall the app without losing any of your App data, this has been known to help with issues in the past.

    I hope that helps!

    Jason Schaeffer | Customer Advocate |


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