Feature Request - Zendesk Voice - Add ability to pause recording of call

29 Comments

  • Josh
    Comment actions Permalink

    Hi Jonny

    We are in the same situation and are really stuck now about how we're going to run our Sales and Success from within Zendesk as we have been doing.

    5
  • Sam McCracken
    Comment actions Permalink

    I initially thought Zendesk had this functionality, because of the pause button to the right of "hang up" when on a call. Turns out that is a "hold" button.

    A little surprising that there's no ability to do this. My understanding was that if a company stores any record of an unmasked credit card number, they are liable.

    0
  • SD
    Comment actions Permalink

    We need this. As virtual assistants we take client cards often, in order to execute their transaction requests with third party vendors. Please!! 

    Disabled recordings due to liability. Bummer. 

    2
  • Nicholas Schott
    Comment actions Permalink

    +1 

    Please add this feature! It's a needed function for any E-Commerce company.

    1
  • Jonathan Kettle
    Comment actions Permalink

    We need it too for PCI DSS compliance. 

     

    The more we use zendesk voice the more I think its not an enterprise VOIP solution.  I don't recommend using zendesk voice to any organisation no matter what size. Once you start using it you will get stuck with its lack of features.

     

    Support staff are unwilling to listen to concerns or feature requests. No my problem boss!

     

     

    1
  • Neil Weldon
    Comment actions Permalink

    The solution today is to not record the calls which we appreciate is not elegant. Being able to pause and resume the recording of calls in an easy manner for agents is something that is high on our agenda. We come across the request regularly and it is something we will be tackling as soon as we can.

     

     

    5
  • Josh Goldberg
    Comment actions Permalink

    One more voice for PCI DSS compliance 

    1
  • Sharnii Fisher
    Comment actions Permalink

    We ended up getting rid of our Zendesk voice account altogether due to lack of functionality and this requirement was neccessary to pause and resume call recordings. In addition, having to keep upgrading our accts to gain basic functions to the voice accts, ended up going with another software solution for Voice and only keeping Chat. Now having problems with chat!

    0
  • Joe Hallissey
    Comment actions Permalink

    +1 for pausing recordings for PCI compliance

    1
  • Sawyer Perry
    Comment actions Permalink

    Hi, we also need to be able to mask or pause/resume recording in Talk. We were told the functionality should be added sometime in Q2 of this year. Is there an update or an ETA on that? Thanks!

    1
  • Santiago Massano
    Comment actions Permalink

    I was told by a Zendesk agent that pausing the recordings for a specific call was a possibility but I do not see that being available right now.

    0
  • Maggie Armato
    Comment actions Permalink

    It's surprising to me that this isn't already a functionality. If we don't have this capability soon, we'll have to move to a different system, which we'd rather not do as we very much like Zendesk.

    0
  • Jessica Hopcraft
    Comment actions Permalink

    +1 for this redaction/ pausing recording. The workaround does not apply for domestic landline numbers and adds two steps of customer effort that is not ideal for our customer base. 

    0
  • Mary
    Comment actions Permalink

    +1 - this is desperately needed for zendesk to be a reliable tool for an ecommerce service team.

    0
  • Alex J. Hargrove
    Comment actions Permalink

    Zen desk voice is useless for us without this feature. We're having to spend a lot of money on another voip solution and otherwise unnecessary integrations. Will be moving to a different full service solution if this is not available when our contract comes up for renewal.

    1
  • Tamina
    Comment actions Permalink

    Is there an update on where this is on the roadmap? The work arounds of calling customers from a different line would create a terrible customer experience and likely decrease our phone sales conversions because of the extra steps.

    0
  • Neil Weldon
    Comment actions Permalink

    We definitely still have this on the roadmap and will tackle it as soon as possible. Unfortunately we can't provide a current time for this work. 

    However I would like to note that there are a number of new apps in the marketplace that provide PCI redaction of recordings. Naturally these would not rely on an agent remembering to pause/resume the recording of calls. If interested you can review more by following these links :

    https://www.zendesk.com/apps/support/voicebase-pci-call-redaction/?source=app_directory

    https://www.zendesk.com/apps/support/intelligent-voice-pci-redaction/?source=app_directory

    1
  • Burak Ozkan
    Comment actions Permalink

    Ditto here. It will be a great feature to have.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi All - 

    The Talk team released the ability for admins to delete call recordings today. 

    While it isn't the pause functionality, this would enable you to remove recordings that contain sensitive information. Hopefully that is a step in the right direction for you. 

    -1
  • Mary
    Comment actions Permalink

    Hi - appreciate the update, but unfortunately it doesn't solve the problem at all. Deleting the recordings is no better than just having recordings turned off, given that the vast majority of our call recordings as an ecommerce retailer will contain credit card data. The ability to pause a recording is critical for PCI compliance and it would seem as if ZD would offer this feature vs having to go to a third party.

    2
  • Jay Kershner
    Comment actions Permalink

    Has anyone tried Intelligent Voice app?  Looking for feedback before we try it.

    0
  • Tamina
    Comment actions Permalink

    My company did use Intelligent Voice and I recommend them. They were also very receptive to feedback and made changes that I suggested within a few weeks. Super easy to go through and great support.

    0
  • Jay Kershner
    Comment actions Permalink

    @Tamina Thx!

    0
  • Jay Kershner
    Comment actions Permalink

    Tamina - Is there some secret to get this app to work.  I paid for it, add API token and enabled it, then made a test call with a CC # and I can still hear the CC# in the recording...

    0
  • Tamina
    Comment actions Permalink

    Hey Jay, the app should replace the old recording with a new one. I recommend emailing Intelligent Voice as they would have better insight into what's going on!

    0
  • Aaron Griffiths
    Comment actions Permalink

    Anyone have an update or any work arounds for the call recording?

     

    We have recently signed up for Zendesk talk in order to record calls but to be PCI compliant we can not record card payments. This is frustrating for a finance collection company. 

     

    Starting to think we have been miss sold Zendesk when the reason we signed up was to be PCI compliant. 

     

    Cheers

    0
  • Christine DeVille
    Comment actions Permalink

    We are signing up for Intelligent Voice in order to become PCI compliant. I would till be useful to have a pause function so we don't require a 3rd party.

    0
  • Brett - Community Manager
    Comment actions Permalink

    @Christine thanks for sharing!

    @Aaron Here's a direct link to the Intelligent Voice PCI Redaction app Christine mentioned. It looks like we have a few feedback posts related to your inquiry but I would recommend taking a look at this post: Zendesk Voice PCI DSS Compliance

    The official comment in that post from Neil is still accurate and something our team is still pushing for. I'll repost the comment below to provide visibility to other users in this post:

    "Hi all,

    As Ryan mentioned in an earlier post to get to PCI Compliance we do have an service provider dependancy. We do continue to push for updates to be made in this area so we can look to be able to include PCI Compliance properly in the future. Until that time there is the work-around Ryan mentioned, the ability for recordings to be deleted and the partner applications for redacting credit card information from recordings. Sorry the response here does not have specific timelines but we do recognize the need and we do continue to push for this.

    Thanks

    Neil "

    0
  • Mindy Copenhaver
    Comment actions Permalink

    Any updates on this? It's been 2 years since it was mentioned as still being on the road map and this is a huge liability. I know there are work-arounds, but the ability to do this should be offered at a minimum. Would also help to pause a recording while we wait on hold for long periods of time (in the travel industry it's not unusual for us to hold for 30+ minutes, and that's a bear to wait through when listening to the recording). 

    1

Please sign in to leave a comment.

Powered by Zendesk