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.
• 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.