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 firstname.lastname@example.org with your Zendesk subdomain (where can I find my Zendesk subdomain?) and the affect ticket id.
Intelligent Voice is currently (May 2018) aware of one specific issue affecting the reading of audio files from Zendesk, which is being investigated with assistance from Zendesk. If you are affected by this, Intelligent Voice will ask you report this to Zendesk referring to Zendesk Support ticket #3654177.