Plan requirement
| Subscription | Suite Professional or higher, Talk Professional or higher |
| Access | Agent |
Yes, from the ticket: right-click the recording and choose Save as, because there is no download button. Where they go afterwards is your decision.
Can I download a call recording?
Yes. Open the ticket, right-click the attached recording and choose Save as. There is no download button, which is why people conclude it cannot be done.
Any agent who can open the ticket can reach the recording, so access to a ticket is access to its recording. Removing one is a different matter: only an admin can delete an individual recording from a ticket.
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.
Where does the copy end up?
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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