Freshdesk createTicket with phone recording attachment

Ideas
1

I want to create a Freshdesk ticket (using the API) in response to a recorded phone call. How can I attach the recording itself so that it can be played directly within the Freshdesk UI?

I’ve tried to send the recording as a WAV or MP3 attachment. The attachments are shown but lack any embedded playback functionality:

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What I want is the “play” button that is available for phone call tickets when created by Freshcaller. See here: https://i.imgur.com/gfRbI0V.png (I am not allowed to post more than one image)

How can I create such phone call tickets using the Freshdesk API?

2

Hi @jampy,

Can you try it with audio tag (HTML audio tag). In request body, you can do it like below
<audio controls><source src="file.mp3">recording</audio>

let me know if it works

3

I can use the <audio> tag (which is in fact being displayed), but there is no way to know the URL to the attachment download.

I tried using the same filename as the attachment (src=“recording100.wav”) but the whole “src” attribute seems be removed by Freshdesk.

4

Hi @jampy,

Welcome to the community! :tada:

At the moment, there’s no way available to achieve the play button for the audio attachments via API.

@Dineshkumar_Ravichan For security concerns, the src attribute will be removed by Freshdesk.

5

Hi @Raviraj,

I have some queries about this. I have sent a direct message to you.

6

okay, that’s very unfortunate

currently, the src attribute is not removed for external (absolute) URLs. Are you telling me that you are about to change that behaviour?

7

I was just confirming what you have mentioned to justify the reason.

It is not changing how the audio tag works already.