How to add voicemail recordings to tickets

There are two ways to update tickets in Zendesk with voicemails recordings - the two methods have different outcomes in some situations:

  1. in a call-flow application module, add under "Action" use a local event to "update ticket"
  2. in a global event, use an "update ticket" action (also see this article on a detailed description on how to achieve this. If you want to learn more about the difference between local and global events, please see this article.)

To achieve this, you need to make sure that a ticket is automatically created with every incoming call.

The following table summarises the different usage for the 2 methods:

 type of outcome local event
global event
adds recording on hangup at end of call no yes
adds recording when call flow continues after recording yes yes (but requires an "event" like "call finished" or a user defined "event", e.g. a "transaction")
adds recording directly after it occurs in call flow yes yes (but it only gets added when the appropriate event occurs)

 

Here are examples of method 1 - "Action in call-flow application":

A local event with the position Before that comes AFTER the app where the actual voice recording is done, maybe a prompt player thanking the customer for leaving a message (important: this action will only be carried out if the call flow actually arrives at this point). If you want to learn about a use case, feel free to read this article on multiple recordings per ticket.

This example only shows the update in Zendesk tickets. For other helpdesks it might not be possible to add a recording as a separate player icon. In this case, you can simply add a comment update with the record url: {call.recording.url}.

You can also do an event action where the voice recording is added after it's done. This local event is placed on the voice recording application module itself (important: if the caller hangs up to end the recording, such an event will not be executed so you might want the customer to confirm the recording with a key). The settings are the same as above, only that you choose for position "After."

 

Here is an example of method 2 - "Global event":

A global event "Voice recording finished" (note: your trigger should check that the recording is actually a "voicemail" because the event "Voice recording finished" occurs every time any recording ends. You want to avoid adding the wrong or multiple recordings.)

 

And below is the example trigger used above (note that this trigger uses a tag "voicemail" created for the recording in the application. Of course the condition "> 3 seconds" is just an optional element and depends on your use case.)

 

 

 

 

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