How to add voicemail recordings to tickets (V2)

There are two ways to update tickets in Zendesk with voicemails recordings - via a local or a global Automation.

  1. To add a local Automation, go to one of your call-flow modules and add a new Automation (by going to the "Automations" tab). Add an Automation that updates a ticket.
  2. In a global Automation, use the Action "update ticket". If you want to learn more about the difference between local and global Automations, 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 use cases for the two methods:

 type of outcome local automation
global automation
adds recording at end of call no yes
adds recording if call flow continues after the 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 is only added if the appropriate Event occurs)

 

Here are examples of method 1 - "local Automations within a call-flow module":

Therefore, we have to builde a local Automation with the position "Before". It follows the module with the actual voice recording. We could for example use 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 another 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 icon. In this case, you can simply add a comment update with the record url: {call.recording.url}.

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You can also configure a Action within an Automation where the voice recording is added after it's done. This local Automation is placed on the voice recording module itself (important: if the caller hangs up to end the recording, such an Automation will not be executed so you might want the customer to confirm the recording with a key). The settings are the same as above, exept the position, which is "After" in this case.

 

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

Add a global Automation "Voice recording finished" (note: your Trigger should check if 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.)

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Below you find the Trigger used above (note that this Trigger uses a tag "voicemail" created for the recording in the module. Of course the condition "> 3 seconds" is just an optional element and depends on your use case.)

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