# Enable Call Recording Playback in Zendesk

Once Cloud Voice is connected to Zendesk, each call an agent makes to or receives from a Helpdesk contact is logged as a journal entry on the ticket. You can go a step further and let agents replay the recording for that call without leaving Zendesk, so the audio sits right alongside the ticket it belongs to.

## Before you begin

Make sure both of the following are already in place:

- [Cloud Voice is integrated with Zendesk](/pbx/integrations/zendesk/integrate-cloud-voice-with-zendesk/).
- [Automatic ticket creation for Zendesk](/pbx/integrations/zendesk/set-up-automatic-ticket-creation-for-zendesk/) is configured.

## Turn on recording playback

1. Sign in to the Cloud Voice management portal and open **Integration > Helpdesk**.
2. On the Zendesk integration page, scroll to the **Call Journal** section.
3. Select **Play Call Recording**.

   With this option on, Zendesk users who are linked to a Cloud Voice extension can open and play the recordings that Cloud Voice stores, all from inside Zendesk.

   :::caution
   This grants every Zendesk agent tied to a Cloud Voice extension the ability to replay call audio, which may contain sensitive customer information. Only enable it if those agents are permitted to access recordings.
   :::

   :::note
   Playing a recording in Zendesk triggers a request back to Cloud Voice for the audio file. For how Zendesk handles the privacy of recording data on its side, reach out to Zendesk directly.
   :::
4. Select **Save**.

## Result

Agents whose Zendesk accounts are tied to a Cloud Voice extension can now open a ticket and play the associated call recording directly from the Zendesk interface.

![A Zendesk ticket showing an inline audio player for a linked call recording](/images/pbx/zendesk-call-recording.png)