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Using generative AI to create call summaries and transcripts on tickets



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Nova Dawn

Zendesk Documentation Team

Edited Feb 11, 2025


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34 comments

Hi Grete Andersson 

This may possibly not answer your question, but it's possible to set the settings for each call line in Zendesk to delete call recordings automatically after a certain amount of time. 

You can read more about it in Zendesk's guide here: https://support.zendesk.com/hc/en-us/articles/4408831738266-Managing-call-recording-options-in-Talk#topic_tcq_tsz_mcb:~:text=not%20being%20recorded.-,Configuring%20call%20recording%20options,-You%20configure%20call

This won't necessarily help you for all old recordings but may help you for new recordings moving forward.

Cheers,

Gary

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Hi! As previously mentioned, the call transcripts are quite long, and take up a large portion of the ticket view (requiring lots of scrolling, and additional handle time).

 

Can the transcript be made collapsible? Similar to how you have to click on “Show call details” for a voicemail to read the voicemail transcript?

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When a call ticket with a summary is merged into another ticket, the call summary and transcription is removed from the call ticket. Is this intentional? We would also like to see the call transcription be collapsible, as it takes up a lot of space and requries extra time to scroll past.

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Big ups to having call transcripts appear collapsed by default, so you can open them up to review only if necessary. 

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