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

  1. Retrieve the id of an existing ticket. See Displaying a caller's ticket in Support in this guide.
  2. Use the ticket id in a request to the Tickets API to add the voice recording or transcription:

    PUT /api/v2/tickets/{id}.json

    In the request body, specify a voice_comment object for the ticket. Example:

    {  "ticket": {    "voice_comment": {      "from": "+16617480240",      "to": "+16617480123",      "recording_url": "http://www.yourdomain.com/recordings.mp3",      "started_at": "2013-06-24 15:31:44 +0000",      "call_duration": 414,      "answered_by_id": 6,      "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.