Documentation API Reference

添加一个侦察rding or transcript to an existing ticket

Your telephony system can use the Tickets API to add a voice recording or transcript to an existing ticket after a call is concluded. The API adds the recording or transcript to the ticket in a new comment. In the agent interface, the comment includes controls to play or stop a voice recording:

To add a voice recording or transcript to a ticket

  1. Retrieve the id of an existing ticket. SeeDisplaying a caller's ticket in Supportin this guide.

  2. Use the ticket id in a request to the Tickets API to add the voice recording or transcription:

    PUT /api/v2/tickets/{id}.json

    In the request body, specify avoice_commentobject for the ticket. Example:

                   
    
                
    {"ticket":{"voice_comment":{“从”:"+16617480240","to":"+16617480123","recording_url":"http://www.yourdomain.com/recordings.mp3","started_at":"2013-06-24 15:31:44 +0000","call_duration":414,"answered_by_id":6,"transcription_text":"The transcription of the call","location":"Dublin, Ireland"}}}

    Zendesk does not store the actual recording file. It stores a link to the file. The audio file must be in MP3 or WAV format.

    SeeUpdate Ticketin the API docs.