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.
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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: +16617480240",
"voice_comment": {
"from": "+16617480240",
"to": "+16617480123",
"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.