Adding voice comments to tickets

Instead of adding a written comment to a ticket, you can add a voice recording as a comment. In the agent interface, the voice comment includes controls to play or stop the voice recording:

You must provide a url to a hosted voice recording. Zendesk doesn't store the recording file: it stores a link to the file. The audio file must be a MP3 or WAV file.

A Talk account is not necessary to add voice comments to tickets.

Adding a voice comment

Add a ticket voice comment to a ticket by including a voice_comment object in the ticket object when creating or updating the ticket. Example:

curl https://{subdomain}.zendesk.com/api/v2/tickets/{id}.json \
  -d '{"ticket": {"voice_comment": { ... }}}' \
  -H "Content-Type: application/json" \
  -v -u {email_address}/token:{api_token} -X PUT

See Voice comment object below for details about the voice_comment object.

Comments are normally added using the Tickets API, not the Ticket Comments API. See the following endpoints in the Tickets API docs:

• Update Ticket
• Create Ticket

Voice comments can also be added to tickets with the Create Voicemail Ticket endpoint in the Talk Partner Edition. See Creating a ticket based on a voicemail in the Talk Partner Edition developer guide.

Adding a voice comment to a ticket is logged as a voice comment event in ticket audit logs.

Voice comment object

A voice comment is represented as a JSON object with the following properties:

Name	Type	Mandatory	Comment
from	string	yes	Incoming phone number
to	string	yes	Dialed phone number
recording_url	string	yes	URL of the recording. The audio file must be a MP3 or WAV file
started_at	date	yes	Timestamp of the call as a ISO 8601 string. Example: 2019-04-16T09:14:57Z
call_duration	integer	yes	Duration in seconds of the call
answered_by_id	integer	no	The agent who answered the call
transcription_text	string	no	Transcription of the call
location	string	no	Location of the caller

Example

data.json file

{
  "ticket": {
    "voice_comment": {
      "from": "[phone]",
      "to": "[phone]",
      "recording_url": "http://yourdomain.com/recordings/1.mp3",
      "started_at": "2019-04-16T09:14:57Z",
      "call_duration": 42,
      "answered_by_id": 28765,
      "transcription_text": "The transcription of the call",
      "location": "Topeka, Kansas"
    }
  }
}

curl request

curl https://{subdomain}.zendesk.com/api/v2/tickets/{id}.json \
  -d @data.json \
  -H "Content-Type: application/json" -v -u {email_address}/token:{api_token} -X POST