When a new recording is added to a ticket on your Zendesk, a trigger notifies Intelligent Voice, which will attempt to read the recording and post a new comment to the same ticket. There are some cases where this process fails, when the trigger does not reach Intelligent Voice, the recording cannot be read, or the new comment cannot be posted.
What can I do about recordings that were not processed?
Intelligent Voice will investigate any recordings that have not been processed. Please submit a new ticket or email support@intelligentvoice.com with your Zendesk subdomain (where can I find my Zendesk subdomain?) and the affect ticket id.
Manually requesting a ticket to be reprocessed (Advanced)
Go to Admin > Settings > Extensions > Targets > Add target
Fill out these settings:
Title: <anything, cannot be blank>
Url: https://redact2.intelligentvoice.com/redact
Method: POST
Content type: JSON
Select "Test target" from the dropdown and click Submit
In the popup that appears, enter this code, changing the ticketid and the URL for your Zendesk
{"ticketid": "123456", "ticket.link": "https://intelligentvoicesupport.zendesk.com/", "ticket.url": ""}
If it works you should see this: 
This covers submitting a single ticket for redaction - if you need to change or recreate your triggers because they are not working or you need further control over the submitted tickets please see these articles:
How to recreate your IV PCI redaction for Zendesk settings
Restricting transcription & redaction to specific Agents or Groups
Comments
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