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Import Zendesk voice recordings

Quick start​

Connect Zendesk in NEXT, enable the Teamspace subscription for this import, and let the scheduled sync pull Zendesk voice call recordings into NEXT as Recordings.

Why integrate with Zendesk voice?​

Support calls often contain the most concrete descriptions of customer pain, but they are easy to ignore when teams focus only on tickets or chat transcripts. Importing Zendesk voice recordings into NEXT gives support conversations equal weight in customer analysis.

  • It captures the voice channel, not just the written support trail.
  • It helps teams compare what customers say in calls versus what they write in tickets.
  • It turns support-call evidence into something product and CX teams can actually analyze together.

What gets imported​

  • Object in NEXT: Recordings
  • Source objects: Zendesk voice call recordings
  • Included fields: Call title, recording media references, participants, timing, and related support metadata when available.

Authentication​

Zendesk credentials configured in the integration settings.

Connection notes​

  • Connect Zendesk with the credentials or tokens required for your Zendesk environment.
  • Enable the audio subscription in the Teamspace that should receive support call recordings.

Configuration notes​

  • The audio subscription reads new or changed Zendesk voice recordings after each successful sync.
  • Use Teamspace configuration to control where those imported support calls appear in NEXT.

Limitations​

  • Only voice recordings exposed through the configured Zendesk setup are imported.
  • Call detail depends on the metadata Zendesk returns for each voice interaction.

Troubleshooting​

  • Verify the configured Zendesk credentials still have access to voice data.
  • If no recordings appear, make sure the audio subscription, not the text subscription, is enabled.

FAQ​

How is this different from Zendesk text imports?​

The audio integration creates Recordings from Zendesk voice calls, while the text integration creates Highlights from ticket text.

Can I use both Zendesk import types?​

Yes. The audio and text subscriptions are separate and can both be enabled for the same Teamspace.