Creating a ticket based on a voicemail

The telephony system can use the Talk API to create a ticket based on a voicemail left by a caller. The API adds the recording to the ticket's first comment. In the agent interface, the comment includes controls to play or stop the recording.

• Make a request to the following endpoint to create a voicemail ticket:

  POST /api/v2/channels/voice/tickets.json

  To ensure correct ticket reporting and that the correct business rules are applied, use this endpoint, not the Create Ticket endpoint in the Support API.

  In the payload, specify a voice_comment object for the ticket:

  {
    "ticket": {
      "via_id": 44,
      "description": "Voicemail from: [phone]",
      "voice_comment": {
      "from": "[phone]",
      "to": "[phone]",
      "recording_url": "http://yourdomain.com/recordings/1.mp3",
      "started_at": "2013-07-11 15:31:44 +0000",
      "call_duration": 40,
      "answered_by_id": 28,
      "transcription_text": "The transcription of the call",
      "location": "Dublin, Ireland"
      }
    }
  }

  You must specify a via_id value of 44, which indicates a voicemail.

  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 Create Voicemail Ticket in the Talk API docs.