Key takeaways
- Plan for two outputs: a readable call history on each ticket, and an archive of recording files you control.
- Recording links from APIs can be short-lived. Aircall’s direct recording link is valid for one hour.
- Retention clocks keep running while you plan. Check them early.
- Routing, IVR menus and phone numbers are not data. They are rebuilt, and numbers are ported.
What each platform exposes
| Platform | Call log and recordings | Worth knowing |
|---|---|---|
| Freshcaller (Freshdesk Contact Center) | A calls API, and an Export data API Freshworks recommends instead; each recording has a url | Per-minute rate limits by plan |
| Aircall | List and search calls; a direct recording link valid for one hour | The last six months of recordings are in the Dashboard; older ones via Aircall Support |
| Talkdesk | A Recordings API that lists a call’s recordings | Recordings are deleted after 180 days by default, configurable by admins |
| Zendesk Talk | Incremental exports of calls, each with its ticket_id; recordings are voice comments on the ticket | Recordings are kept with no time limit unless automatic deletion is set |
Where a recording link expires, download the recording in the same pass that reads the call. Expect some calls never to have had a recording, and report them as gaps rather than failures.
How call history is usually carried
- One note per call on the related ticket: date and time with time zone, direction, the customer’s number, the agent, duration, outcome and a link to the recording.
- A few attributes where reporting needs them, such as call count or last call date.
- Recording files in storage you control, with access limited to the people who need it, linked by a stable address rather than the source’s expiring link.
- Calls without tickets either become their own tickets or are summarised on the contact. Decide before the run.
Consent, privacy and compliance
Recordings are sensitive personal data. Zendesk’s call recording FAQ notes that you must use recording in line with applicable laws, and some jurisdictions require the consent of callers, agents or both. Before the first file moves, agree which recordings you may keep and for how long, where they may be stored, who can play them, and how deletion requests are honoured during the overlap. This is not legal advice: involve whoever owns data protection at your company.
Moving voice with your helpdesk?
DataGrine works with read-only access to the source, encrypted credentials, a written mapping, a sample you sign off and an itemised reconciliation report, with a DPA available. Run it self-serve on the platform or have the migration team handle it end to end, with 24/7 support either way. Tell us which phone platform you use.