How to identify call recordings in tickets? | Community
Skip to main content

How to identify call recordings in tickets?

  • January 5, 2022
  • 4 replies
  • 0 views
Gerardo11

Hi, 

How can I identify if a call ticket has a recording? is there a way to add a Tag to filter those tickets?

Is there a way to hide those tickets for agents, as we do not want them to see the recording?

Any workaround is appreciated. 

      4 replies

      Antonio17
      • Antonio17
      • January 6, 2022
      Hi Gerardo,
       
      There isn't a way to identify a ticket that has a recording besides the recording itself, and you wouldn't be able to tag a call automatically whether it has a recording or not. While tickets cannot be restricted based on call recordings as any agent that has access to tickets and calls would have access to the recordings, tickets can be restricted based on groups. 
       
      For instance, you may create a custom field such as a checkbox for whether the call was recorded or not. Then, use that customer field in a condition for a view you would create for tickets that are recorded. Then, you can set the option "Who has access" to the proper group, in this way only the mentioned group will have access to that view.
       
      I leave you a couple of links related to custom fields and views:
       
      1. Adding custom fields to your tickets and support request form
      2. Creating views to manage ticket workflow
       
      Have a nice day!
      Sydney12
      • Sydney12
      • January 6, 2022

      There is a possibility of a workaround - but it would be going forward rather than apply to all tickets unless you bulk update previous tickets.

      When you enable transcript for audio recordings, the recording outlines exactly what was said in text form. It also includes the word "transcription". So then you can create a trigger where comment includes "transcription", is created, and is phonecall/voicemail then have a tag added or a field is updated. 

      Gerardo11
      • Gerardo11
      • Author
      • January 7, 2022

      Thanks for the tips @antonio17 I will consider this option, if there are any other idea happy to hear it. 

      @sydney12 I see that the transcript is possible to have only for voicemail recordings. We dont have this option active. Or can you guide me where to find this option for call recording?

        Sydney12
        • Sydney12
        • January 7, 2022

        Oh dang! I missed the part about accepted calls from an Agent - we haven't found a workaround for that but that would be super helpful! 

        +1 upvoting

          Terms & ConditionsCookie settingsAccessibility statement