Add multiple recordings to one ticket

A caller reaches your hotline and you want to know the customer's name, contact details and the user ID. But instead of connecting the customer directly to an agent, you want them to leave the information on voicemails.

Each time the customer provides the information, the Zendesk ticket is automatically updated with the call recording and a note describing its content.

The process map below shows how this scenario can be realized with babelforce. This article will guide you through the settings step by step.

multiple_voice_recordings.png

What you need:

  • 1 global Zendesk create ticket event
  • X numbers of voice recording module applications that are connected by their after flow settings
  • 1 Prompt player
  • 1 local event per input reader for updating the Zendesk ticket
  • As many prompts as you have voice recordings and prompt player

1. Step: Create ticket event

First, make sure you have a global event that creates a ticket for each new inbound call in your Zendesk. To learn how you do this, read this article.

2. Step: Create Voice Recording

Next, create a new Voice Recording application module (Voice Recording 1, see screenshot below). Add the prompt in the App tab, then decide how long the recording should be and whether or not you want to play a beep after the prompt. Make sure to choose a termination digit so the call flow can continue as soon as the customer leaves the message.

Repeat this step with Voice Recording 2.

Now go back to Voice Recording 1 and set Voice Recording 2 as its after flow setting.

Step 2.1: Add local event in Voice Recording 2 to push voice recording to Zendesk from Voice Recording 1

After you finished step 2 for your Voice Recording 2, one more step is necessary: go to Actions and add a local event with the action Update ticket. This is necessary to push the voice recording from Voice Recording 1 to the Zendesk ticket.

After you completed all the general settings shown in the screenshot above, go to the Comment tab. There you can add a Ticket subject (only in the first local event) and a Ticket comment. Importantly, in the Ticket comment you need to add {call.recording.url} to have a link to the recording. Also, add a description for the recording so you know what it is about.

 

 

Continue steps 2 and 2.2. until you have created all the Input readers you need for your process.

Step 3.: Push the last voice recording to the ticket with a Prompt Player

To complete your call flow, you need to make sure that the voice recording of the last Voice Recording module is also pushed to your ticket. To achieve this, create a Prompt Player which can for instance tell the customer that all necessary information was provided.

On the Prompt Player, create a local which is identical to that described in Step 2.2.

The result in Zendesk

If you successfully set everything up, this is the result you should get in Zendesk:

 

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