Managing call recording options


When call recording is on, by default all calls are automatically recorded and attached to the ticket associated with the call. You can, however turn off recording for any number or give callers the ability to opt-in or opt-out of call recording.


What's my plan?







All Suites

Professional, Enterprise, or Enterprise Plus










Support with

Talk Professional or Enterprise







Verified AI summary ◀▼
Manage call recording options to automatically record calls, voicemails, and transfers, with settings for opt-in or opt-out consent. Control access by allowing agents to pause recordings and decide if customers can listen to them. Delete recordings from tickets when needed, and download them using the API or directly from tickets. Ensure compliance with applicable laws regarding recording consent.




When call recording is on, by default all calls are automatically recorded and attached to the ticket
associated with the call. You can, however turn off recording for any number or give
callers the ability to opt-in or opt-out of call recording.


Important: You're responsible for using the recording features in Zendesk in compliance
with all applicable laws. Certain jurisdictions may require end-user and agent
consent prior to initiating a recording. By turning call recording on, you agree
that you have received such consent.

This article contains the following topics:

Understanding call recording
Configuring call recording options
Configuring customer access to call recordings
Deleting call recordings from tickets
Downloading call recordings



Understanding call recording

Whenever a ticket is created for a phone call and the Always record calls option is
turned on for that number (a Zendesk number or an external number), the call is
recorded.


What is recorded?


Voicemails
Calls answered by an agent on a web browser or on an agent forwarding
number
Calls transferred to an external phone number by an agent (unless the Stop
call recording after transfer option is selected)




What is not recorded?


The portion of the call while the user is on hold and waiting for an agent
to become available
Any consultation, usually before transferring a call to another party (warm
transfers)
A call which routes to an IVR phone tree branch that directs the call to an
external phone number (Professional and Enterprise). Not applicable to
digital or SIP-IN lines.
When an agent pauses the call recording (Professional and Enterprise)
The caller opts-out of the call recording (Professional and Enterprise). Not
applicable to digital or SIP-IN lines.



Note: The length of the recording will sometimes be shorter than the 'Length of
phone call' shown in the call details due to the events above not being
recorded.





Configuring call recording options

You configure call recording settings for each number individually. The available
options depend on the line type you are configuring.
To turn on call recording and configure options

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
On the Settings page, click the Lines tab.
Click the line you want to configure.
On the number settings page, click the Call recording tab.
Configure the following options as required:

Call recording and consent: Configures call recording opt-in or
opt-out permissions for callers. This works with both group routing and
IVR routing.

Always record calls (all): All inbound and outbound calls
are recorded.

Caller must opt-in (inbound only): By default, calls
(including outbound calls) aren't recorded. Callers can opt-in
to the recording by pressing 3. If you're using a digital line,
callers can opt-in or opt-out using a checkbox in the Web
Widget.

Caller must opt-out (inbound only): By default, calls
(including outbound calls) are recorded. Callers can opt-out of
the recording by pressing 3. If you're using a digital line,
callers can opt-in or opt-out using a checkbox in the Web
Widget.

Do not record calls (all): No inbound or outbound calls
are recorded.

Regardless of these settings, if the caller chooses to leave a
voicemail, this is always recorded and a ticket is
created.
For more information about call recording opt-in and
opt-out, see Understanding call recording
permissions (opt-in and opt-out).


Record greeting: If call recording opt-in or opt-out is turned
on, choose the greeting that will be played to callers. You can add a
custom greeting from the Call recording category in the Greetings tab of
the Settings page. Make sure the greeting informs the caller how they
can opt-in or opt-out. Not applicable to digital lines.

Note: This greeting is played when you use group routing. If you are
using IVR routing, you'll need to record a separate IVR
greeting. For details, see Understanding call recording
opt-in and opt-out.



Allow agents to control call recording: Agents can pause and
resume call recordings for Zendesk or external numbers. For details, see
Pausing and resuming call
recordings with agent recording controls.

Stop call recording after transfer: When call recording is
turned on for a Zendesk number or external number, select this option to stop the recording when a call is
transferred to an external number when using group routing.

Automatic deletion: From the drop-down list, choose the length of
time you want to keep call recordings for or choose Never to keep them
indefinitely.


Click Save changes.

Zendesk number recording configuration

External number recording configuration

Digital line recording configuration




Configuring customer access to call recordings

You can allow or block customers from listening to call recordings associated with
their tickets. If you select this option, it applies to calls received from
all of your Zendesk phone numbers.
To determine whether customers can listen to call recordings

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
On the Settings tab, turn on or off the New live call recordings are
public? option.
Click Save.




Deleting call recordings from tickets

If you no longer want a recording to appear on a ticket, you can permanently delete
it. Only admins can delete individual recordings from tickets.
Note: This feature
cannot be disabled.

To delete a recording from a ticket

In Zendesk Support, open a ticket.
In the conversation area of the ticket, locate the call recording, then click
delete recording.

In the Confirm box, click OK to confirm you want to delete the
recording.

The recording is deleted and replaced by "recording not available".




Downloading call recordings

If you want to download call recordings and access them offline, use one of the
following methods:

In a ticket that contains a call recording, right-click the attached voicemail,
then click Save as.
Use the recording_URL parameter in the Zendesk API to download the
recording.




//
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//

