Plan requirement
| Subscription | Any plan |
| Access | Agent |
Yes, from the ticket. Where they go afterwards is a decision worth making before anyone starts.
How
Open the ticket and download the recording from the call. Agents with access to the ticket can generally do this, which is worth knowing when you think about who should have access.
For volume, use the API
Downloading recordings one by one does not scale. Where you need them systematically, for archiving or analysis, the API is the route and it is a small piece of development.
The question underneath
A downloaded recording is a copy of a customer conversation outside Zendesk, and outside its retention rules and access controls.
Where do those copies live, who can reach them, and when are they deleted? A recording on somebody's laptop is a problem waiting for a laptop to be lost.
Legitimate reasons to download
- A dispute where the recording is evidence.
- Coaching, where an example is being discussed.
- A customer request for their own recording.
All three are fine and all three deserve a note of what was downloaded and why.
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