Call Record update never visible in Zendesk voice comment | Community
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Call Record update never visible in Zendesk voice comment

  • October 17, 2023
  • 3 replies
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Development

Following these steps: https://developer.zendesk.com/documentation/voice/talk-partner-edition/creating-a-voice-comment-in-ticket, I've ran into a few issues on the "updating" front of a Call Record.

Scenario:
✅ = already working

1. ✅ Someone is calling;
2. ✅ On pickup: create a new Call Record, which creates a new ticket with voice comment;
3. ✅ Display ticket to agent;
4. On hangup: update call record and voice ticket with 'call_ended_at' field;
5. Add the recording to the voice comment.

Attempts:

1. https://developer.zendesk.com/api-reference/voice/talk-partner-edition-api/calls/#update-a-call --> this says: "Updates a voice comment on the ticket linked to the call object."
This never happens. The Api result is always "201", it also returns the updated call record. Though it never shows in the ticket.

2. https://developer.zendesk.com/api-reference/voice/talk-partner-edition-api/calls/#creates-a-voice-comment-on-a-ticket --> this works, after updating the Call Record, but it creates a new voice comment (which we don't want).

      3 replies

      C
      Hello,
       
      I've created a ticket to allow us to review your test examples together.  
      2
      • 247
      • February 7, 2024

      Hi @christopher53, we we're having the same issue with this. We can create call objects, add them to the ticket and update the call object via the API. The description for the "Update a call" endpoint is "Updates a voice comment on the ticket linked to the call object." but it seems to only update the call object, not update the voice comment linked to that call object that's already on a ticket. Is this the expected behavior?

      The desired flow is:

      Call starts... Voice object created, voice comment created

      Call ends... Voice object updated, existing voice comment updated with recording etc

      C
      Hi Will,
       
      This is expected behavior.  I'll ask our team to update the endpoint description. There are a few different approaches you can take based on your desired goal:
       
       
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