Why do I see "Recording not available" in my recordings?

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8 Comments

  • Will Moloney

    I have a client who is seeing this for all voicemail recordings. Live call recording works fine, it's just voicemails. Any advice?

     

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  • Cath Bedon

    Hi Will!

    Thanks for reaching out to us today with your issue. I am going to open up a ticket on your behalf so our advocacy team can look into this. You should receive an email shortly followed by a response from one of our specialists.

    Cheers!

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  • Juan Battini

    what is the minimum length of the recording for it to be available? I have an agent who gets calls that don't last more than a minute (30-45 seconds) and she is getting this message. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Juan,

    In my own test account, I was able to get a recording of a call that only lasted 4 seconds, so it sounds like your calls should be long enough. I'd suggest carefully checking the other possible reasons listed above, and if none of those are the cause, contacting our support team directly so they can troubleshoot with you: Contacting Zendesk Customer Support

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  • Hi,

    Is there a reason why I see recording not available for all of our tickets with the exception those received within a year?

    Thank you 

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Nassos Papathanasiou,

    It could be related to how your Zendesk Talk call recording is configured. I suggest that you check Managing call recording options in Talk and Zendesk Talk call recording FAQ

     

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  • Tommy Weintraub

    Hi! Is there a way to display this differently in ZenDesk? We have a couple of instances where the customer has opted OUT from the recording, yet we can see what looks like a recording (with spinning wheel) until message updates and "Recording Not Available" message is presented. 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Tommy,
     
    If you are using Zendesk Talk, then I'm afraid it is not possible to modify how this is displayed in the ticket UI. But, if you are using your own integration through Zendesk Talk Partner Edition, then you should be able to configure how the note/comment containing the recording is added to the ticket. You can configure the api calls differently (Talk Partner: Adding a recording or transcript to an existing ticket) for adding the recording to call tickets where your customers have opted out of call recording.
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