A standard feature of Zendesk Talk is to record calls and create tickets in Zendesk Support which include the recordings as comments on the tickets.
Intelligent Voice transcription for Zendesk Talk creates an additional comment containing the recording and a transcription. If the call contains payment card data then the transcription and the recording in the new comment will be redacted.
The ticket now contains both the original comment and the new one added by Intelligent Voice. You have two options for the original:
1. You can review the recordings and delete any recordings containing PCI data using the "delete recording" link. Recordings containing potential PCI data can be quickly identified because the transcript contains • • • • • • • • • • • • • • • where the payment card number was. You can use Zendesk's trigger functions to automatically flag these recordings for review.
2. You can configure Zendesk Support to automatically remove the original comment. The setting for this is in Zendesk Support (under Admin/Channels/Talk/Numbers). This option guarantees that payment card data will not be left in the calls, but offers no oversight. If your business is covered by regulations requiring call recording you may prefer the first option.
Zendesk have published a guide to these settings here: Managing recording options in Zendesk Talk