Why do I see "Recording not available" in my recordings?

Question

Why do I see a Recording not available message in my recordings?

Answer

Different reasons exist for this message to appear in call tickets depending on whether you use Zendesk Talk or the Zendesk Talk Partner Edition.

To troubleshoot issues with Talk:

The recording is too short. If the duration is so short that the system interprets it as 0 bytes, no recording is available.

The recording is silent and contains no audio or person's voice.

The recording was manually deleted. For more information, see Managing call recording options in Talk.

The Talk subscription is not active. To resolve the issue, an admin can activate a Talk plan in the account.

The call captures no information. If the customer or the agent ends the call before they leave a voicemail or speak, no recording is available.

If you deactivate call recordings for a certain number, no recording is available.

The system cannot add the recording to the ticket because the ticket closed before the recording was available. When a ticket is closed, the system cannot make further updates. Review business rules to ensure tickets do not close too quickly.

The system cannot add the recording because the agent who answered the call transferred it to a group they do not belong to, and the call went to a voicemail they cannot access. Since the agent lacks permission to comment on tickets, the voice comment fails to add the recording.

To troubleshoot issues with Talk Partner Edition:

The recording is no longer available where it was originally hosted. Zendesk does not store the actual recording file for Talk Partner Edition calls. Zendesk stores a link to the audio file. The audio file must be in MP3 or WAV format. For more information, see Adding a recording or transcript to an existing ticket.

You do not have permission to access the recordings in the voice provider platform.

The Zendesk account is not active with the voice provider.