How to redact call recordings in Zendesk

Install CallTutor in four steps, about five minutes. Your next Zendesk Talk call comes back transcribed and redacted the same day.

1. Open the Zendesk Marketplace

In Zendesk, open the product menu (top left) and pick Admin Center. Go to Apps and integrations → Zendesk Support apps, then click Marketplace.

The Marketplace button in Zendesk Admin Center

2. Install the app

Search for PCI PHI Call Redaction Transcription, choose how many agents need it ($9 per agent, per month), and fill in your billing details. When payment goes through, the app shows up under My Apps.

Installing the CallTutor app from the Zendesk Marketplace

3. Connect your Zendesk

This is the step people miss. Zendesk doesn't send you here, so bookmark it now: go to app.calltutor.com/zendesk_signup, enter your Zendesk subdomain, and click Connect Zendesk. Approve the authorization screen Zendesk shows you and you're connected. No API tokens to copy, nothing to paste.

Zendesk's screen authorizing CallTutor to access your account

4. Make a test call

Call your Zendesk Talk number and read out a fake card number (4111 1111 1111 1111 works). Within a few minutes the ticket's recording is redacted, the transcript reads [CREDIT_CARD_NUMBER], and the original unredacted audio is gone.

Stuck on any step? Email support@calltutor.com and a human (Doug) will get you sorted.

See a before and after

A real call, into a real Zendesk. Nobody changed a thing.

Before: the card number is right there in the recording

A customer reads out their card, and the recording on the ticket holds it, full number and all. Zendesk's own fine print says the only fix is to delete the whole recording. There's no transcript either, because Zendesk Talk doesn't make one.

Zendesk ticket with an unredacted call recording

After: audio bleeped, transcript redacted

Minutes later: CallTutor bleeps the number out of the audio, posts a transcript that reads [CREDIT_CARD_NUMBER], and deletes the original recording. Our customers call the bleep "the cash register sound."

Zendesk ticket with the redacted recording and transcript

Zendesk redaction and transcription for Zendesk Talk and Zendesk Voice call recordings