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Recording_url must be on mp3 or wav format

  • June 16, 2022
  • 5 replies
  • 0 views
I

Hi,

I want to create a voice comment on a ticket via the API. As recording_url I'm using a string url to an endpoint. When browsing to that url I can listen to the recording and download it (.wav). But when sending the string as recording_url in the API request it's not working. The audio player never shows.

    5 replies

    Eric27
    • Eric27
    • June 16, 2022
    Hey Marcus,

    Do you mind showing us the api request so that we can take a look? Just want to make sure we're replicating using the same pattern as you.
    N
    • Neil14
    • June 27, 2022

    I have the same issue. I'm looking to allow the agent to select the URL which will open in a new window - a CCaaS solution. The URL will be written at the end of the interaction.

    Greg29
    • Greg29
    • June 27, 2022

    Hi Neil! I checked our logs to confirm that it wasn't just obfuscated in your screenshot and it looks like you are not passing in a URL in .mp3 or .wav format as we outline here. If you still have issues after this, let us know!

    I

    Hi all,

    Thank you for your input. What we found is that Zendesk appends `.mp3` if none is present in your url to your endoint and if your endpoint does not accept that, you probably get a 404 or some other error.

    But if your endpoint return valid audio format and headers without the `.mp3` or `.wav` at the end you can still get things to work. We did that by adding a random query param and giving it the value `.mp3`. That way Zendesk thinks it has been fed a audio file path and does not append things by itself and our endpoint is called the way we intend to, and Zendesk is playing our audio as intended.

    @neil14, I hope this helps.

    @greg29, @eric27
    It's kind of strange that Zendesk adds `.mp3` to our `recording_url` instead of checking what kind of data and headers are returned in the response to decide if the audio is valid or not. 

    N
    • Neil14
    • June 28, 2022

    Thanks Marcus, all.

    I would be happy just to add a clickable link to the ticket as it sits on another platform and does not have a .mp3 or .wav extension. I basically just want the agent/supervisor to see the ticket and if they want to review the interaction through the CCaaS they would click it. Any ideas?

    Thanks in advance.

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