Adding a recording or transcript to an existing ticket
Your telephony system can use the Tickets API to add a voice recording or transcript to an existing ticket after a call is concluded. The API adds the recording or transcript to the ticket in a new comment. In the agent interface, the comment includes controls to play or stop a voice recording:
To add a voice recording or transcript to a ticket
Retrieve the id of an existing ticket. See Displaying a caller's ticket in Support in this guide.
Use the ticket id in a request to the Tickets API to add the voice recording or transcription:
In the request body, specify a
voice_commentobject for the ticket. Example:
"started_at": "2013-06-24 15:31:44 +0000",
"transcription_text": "The transcription of the call",
"location": "Dublin, Ireland"
Zendesk does not store the actual recording file. It stores a link to the file. The audio file must be in MP3 or WAV format.
See Update Ticket in the API docs.