Limit agents ability to listen to recordings

Our company would like to also see this functionality added to Zendesk talk. Being able to limit call recording access to designated roles would be helpful with PCI compliance. 

Same here.

We use the recordings for coaching and training (by Senior colleagues). But we don't want our Junior agents to listen to conversation of their colleagues and use them in their work.

Any updates on this request?

We would also like phone recordings to only be available to admins and managers. Our agents would prefer that limitation as well.

Hi, I agree with all the comments here, it would be ideal to have the option to limit to listen to agents the call recordings. We just need them for training and quality reasons, in this case is not the agent that should be able to listen. 

Is there also a way to filter those tickets with recordings?

+1 this would really benefit our team as we want to keep our Agent's interactions private unless needed

Definitely needed!  It's a privacy concern for agents and clients, and this all or nothing approach is very strange.

As admin/manager we need the ability to listen back for monitoring and training purposes. Also it is good for agents to be able to revisit their own recordings.

But for agents it is weird and uncomfortable that any random colleague can listen to their conversations at any time and any place.

Also, these conversations usually cover some deeply personal topics for our clients.

As far as we know, no agents actually listen to other agents' conversations, but there is no way to be sure. This should not have to depend on trust and assumptions.

This should absolutely be standard.... disappointing. 

Hi, 

why no community moderator of Zendesk had some thoughts on this topic?

Can we get a feedback?

Agreed. It should be possible to limit playback of call recordings to Admins and Team Leads. It is bad enough that full Agents can listen to each other's recorded calls, but it especially complicates the rollout of Light Agents.

Are there any updates on this at all? At the moment we are in a quick expansion of our ZD users and we do not want every agent who uses ZD to be able to listen to calls. It would be ideal if only Team Leads and Amin have access to this feature in ZD. 

I am looking for updates on this as well. We are needing to limit access to voice recordings. I also see a trend in the unresponsiveness from Zendesk when requesting things like this.  

Update February, 18, 2026

Unfortunately, we were unable to work on this in 2025. We are trying to prioritise this in 2026, and we will keep this post updated.

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Update March, 19, 2025

We are in the discovery phase to revamp overall roles and permissions in the voice product. This is not in the 2025 roadmap from a development standpoint and will be prioritized alongside other items for 2026.

Update January, 22, 2025

Thank you for your comments. Access control is something that is being considered for 2025. At this time, access is tied to ticket access. So as an alternative, if you use custom roles to control ticket access, you can control access to recordings.

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Update April 26, 2023

Hello community

A couple of updates

-To set custom roles it requires an enterprise account

-We are looking to deliver the ability to store your recordings in the EMEA and APAC around Q3

-Work to support more roles in connection to access control is currently being prioritised for 2024 

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Thanks,
Sean 

I absolutely agree to Ben and Daniel. This is in fact a privacy concern and Zendesk is not handling this very well...

@sean41 I am grateful to have an answer on this matter, yet also I have to chime in with Daniel and Kevin: this is an obvious privacy concern (I'm surprised it has been allowed to exist this long and not get flagged sooner) and I find Zendesk's handling of this matter lacking. 

I looked into using custom roles to limit ticket access, and it appears to require an Enterprise subscription, which we do not have and should not need to ensure basic privacy for our agents and clients. 

@sean41
I'm digging into Custom Roles and cannot find any option for restricting the access to call recordings, is this feature live ?
Thanks,

We need it!

Dear Masters of the Roadmap - we need it urgently! My company wants to record incoming calls and can only get permission to do so if we can have dedicated access management here.
PLUS: we need to have these recordings stored within the EU as our compliance policies restrict any data storage outside EU borders. It would be very helpful if you could work with Twillio on such a solution. Thank you very much for this!

This feels like a GDPR / data privacy violation - how is there still not a fix in place for this?

We need this ability too! Our field leaders do not need to listen to our guests phone calls, they just need to be able to reach out to them if/when needed. Please make this a functionality!

Same here.

We use the recordings for coaching the agents. However we also don't want the agents to listen to conversation of their colleagues.

We use the recordings for training and auditing, and do not want all agents having access to their colleagues call recordings. Please consider the option to make this function optional for those who do not want the call recording accessible to all. 

Is there any progress on this topic?

As admin/manager we need the ability to listen back for monitoring and training purposes. Also it is good for agents to be able to revisit their own recordings.

But for agents it is weird and uncomfortable that any random colleague can listen to their conversations at any time and any place.
We use the recordings for training and auditing, and do not want all agents having access to their colleagues call recordings. We are having enterprise 

We would need for audit trail a report that can show wich user / role has accessed the recording. 

Would be nice that a moderator picks this up
 

Hi @lorenzo15 

Thank you for your feedback. We understand how important this feature is for our customers. We are currently preparing the roadmap for 2025 and will prioritise this alongside other important projects. 

I agree with everyone above that which is a major need. We use the recordings for training and educational purposes. Our Admins (managers) would need access to all recorded calls but our agents do not. We do not want colleagues going in and listening to other colleagues calls, etc. It's almost a breach of privacy as far as HR is concerned.

The first post in this topic was back in 2020, here we are at the end of 2024 and nothing has happened. This should be at the top of the priority list  for 2025. It has lawsuits rewritten all over it.

Any updates on this? Would be good to understand when in 2025 will this be available