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It seems that for outbound calls the default behavior is for calls to be recorded, even with the "Allow agents to control call recording" setting selected. I want recording to be OFF at the start of a call, while allowing the agent to turn recording on at any time (after receiving consent).

So we can continue to record calls after the customer has been transferred to an external party, but the recording will not continue when transferred internally? This seems incredibly backwards, so I can't believe I'm understanding that correctly.

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Hey Ryan Christian! In a situation where a customer calls and gets connected to Agent A, but Agent A needs to transfer the call to Agent B, then Agent A can first call Agent B and chat before actually transferring the customer to agent B. The conversation between customer and Agent A is recorded. The conversation between Agent A and Agent B is not recorded. The conversation between customer and Agent B is recorded. The conversation between Agent A and B is what we consider the "consultation" or "warm handoff". Once the call ends, the call recording is posted to the ticket. You may need to refresh the page in order to get the full recoding that includes both the first conversation with Agent A and the second conversation with Agent B.

We use a 3rd party application to record screen captures and attach them with the audio recording from Zendesk Talk. When the call goes on hold the audio recording stops and this mis-aligns screen capture. Is there a way to "Record Through Hold", similar to many many other audio recording products. Thank you.

I don't know of a way to automatically do this. One potential issue is that recordings can be manually deleted, so even were it possible to tag a ticket when a recording is added to the ticket, you'd need a way to detect the recording being deleted, and i don't know of a way to do that either). I think the best that can be done today would be to manually tag the tickets (or add a checkbox field to the ticket to manually record it). Then at least you could build a view based on that.

Quick question related to recording's access - per below it says that Agent with ticket access can access call recordings - but does it have any limitations that agents can see only recordings from calls they accept/make , or no limitations at all that they can see recordings from other calls from other agents as well?

Any agent with permission to access tickets can access call recordings. You can permit end-users to access live recordings in their requested tickets by enabling the New live call recordings are public? setting in the Settings tab (In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.)

We use Zendesk in a business to business application. For the businesses we work with, we have enabled the managers to view all tickets within their organization (using the access setting in their user profiles). However, the managers are not able listen to call recordings on tickets within their organization unless they are the requester. When they try to access the call recordings, they get the error message "You do not have access to this page. Please contact the account owner of this help desk for further help." Is there a way we can allow these managers to listen to call recordings on all tickets within their organization?

My understanding of Call Recording storage is that the only billing for it is the initial $0.003/min cost to record. Some CCaaS providers charge for short and long-term storage of recorded calls as well. It might be good to clarify that there are no such costs for Zendesk Talk. Thank you and let me know if I'm not understanding this correctly.

Hi Jeremy,

We have this other article: Managing data storage in your Zendesk account

And it is mentioned there:

Note: Storage limits do not include Talk recordings, but let me see if we can have this article to be further clarified and updated on storage costs for you.

Various federal and state laws apply to the recording of telephone calls, including the California Invasion of Privacy Act and other similar laws. Some of these laws require that both parties to a telephone call provide their consent prior to recording a call, whereas others require only one of the parties to provide this consent. There are also laws outside the United States, such as in the European Union, that require you to get the consent of participants before recording a call.

In addition to legal requirements regarding consent, there may also be laws governing how you use, disclose and secure your call recordings depending not only on where your participants are located, but also on business sector specific laws or industry standards.

Determining which laws apply to recording a call can be complicated when participants are in multiple states or countries, or if you cannot be sure about the location of one or more call participants. For these reasons, it is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you configure your call recording technology in a compliant manner.

Obtaining consent: Because the consent laws vary and it can be difficult to determine the location of a call participant, it is a best practice to comply with the strictest consent laws and obtain consent from all parties to any recorded call. In some cases, this can be achieved by playing a pre-recorded greeting, or in others by clearly announcing that the call will be recorded at the beginning of a call and confirming the other party agrees. One option, depending on the laws in your jurisdiction, is to disable call recording for the phone numbers you use for outbound calls as outbound pre-recorded greetings are not supported in Zendesk Talk. The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business. If a participant to a call elects not to be recorded, you should respect and comply with this choice.

There is no built-in option that allows for downloading call recordings. However, since Talk call recordings are registered to tickets as attachments, you can download those attached recordings using one of these options:

Zendesk Talk is an integrated cloud-based phone system built into the Zendesk customer service platform, allowing call center agents to offer digital and phone helpdesk support within the same interface.

Companies use Talk to provide customer phone support, improve agent efficiency, and increase customer satisfaction with voice calling features like automatic ticket creation, call recording, call queue management, and group routing.

You can choose a toll-free or local number from 75+ countries or port in an existing number. Per-minute pricing must also be purchased as an add-on. Local phone numbers start at $2 per month, inbound calls from the U.S. and Canada cost $0.037 per minute, and outbound calls (in the U.S. and Canada) are $0.022 per minute. You can also purchase bundled credits and receive a volume discount.

The Zendesk Partner Edition API allows users to integrate Talk with their preferred third-party call center platform. The Partner Edition is included in all Zendesk Support Suite plans.

Most importantly, past customer data automatically pops up when an inbound call comes in, ensuring agents are properly prepared for the call. When the call ends, Zendesk automatically generates a support ticket to close out or take notes on the interaction.

Automatic Call Districution (ACD) and call routing options can be set according to business hours and schedules, agent or call group skillsets, existing customer relationships, customer requests, and more. IVR is only included in the Professional and Enterprise plans.

IVR not only increases first contact resolution rates and provides 24/7 customer support, but it also lowers operating costs, decreases call center agent turnover, and improves customer satisfaction levels.

Talk offers insight into some of the most important historic and real-time call center metrics including call abandonment rate, average number of inbound and outbound calls over a set period, and omnichannel engagement.

Users can purchase local and toll-free numbers, as well as international phone numbers from over 75 countries. Users with international calling enabled may also add external numbers with Professional and Enterprise plans.

We have a retail store that is heavily service oriented and get asked a good bit about SMS texting. We currently use another ticket system for email requests which works beautifully but they do not have a SMS option (they have an add-on but it's clunky and not user friendly). I'm playing around with Zendesk and the SMS option in Zendesk looks great but then that made me think we only want to give one number to do calls or SMS. Since we are a retail store using physical phones in the store is important. My thought was if I ported our number to Zendesk so that we maintain a single number to give out to customers SMS will work but I also need to get calls to the physical phones. Based on the help articles it looks like I should be able to route calls to an external number pretty easily. How does the IVR option routing a call to an external number work? Any caveats or issues to be aware of? If you call record the help article would seem to make me believe recording continues with the call so I could still have call playback if needed as well? Seems like a win-win just looking for anyone who's using talk/sms/ivr heavily for real world feedback.

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