Hi ​@McClain 

For us to have more info, post screenshots showing the DATA OUT returned from the Zendesk steps.

Check if there are files/links related to the MP3 file.

Here you go. Looks like the “Data Recording Url” may be what I need to focus on here?

​@McClain 

Make sure the link is to a publicly accessible direct download for the audio file.

It is not. What are my options?

Hi ​@McClain,

Welcome to the Community.

To extract and email a Zendesk voicemail audio file, ensure the .mp3 is attached to the ticket and accessible. Since Zendesk attachments aren't publicly accessible by default, you must host the file on a service like Google Drive or Dropbox that provides a direct download link. You can then use that link in your Zapier workflow.

Please note that this process may vary depending on your file hosting service.

Is there a way to automatically upload the file to a shared drive and then attach to an email? Or would this have to be done manually?

Hi ​@McClain,

You can automate uploading files to a shared drive and attaching them to an email using Zapier by setting up a Zap with a few key steps. Start by choosing a trigger app like Google Drive or Dropbox to detect new files. Then, add an action to upload the file to a specific folder in your shared drive. Next, include another action, such as sending an email through a service like Gmail, using the uploaded file’s URL or ID as an attachment. After testing to ensure everything works correctly, turn on the Zap to automate the workflow fully.

By following these steps, you can automate the process of uploading a file to a shared drive and attaching it to an email. Please ask for further assistance if you encounter any issues or need more detailed guidance.

Problem, Zendesk hosts the audio file, so I can only extract a link from the ticket, not a file. I got the zap to upload the url to Google Drive, but it doesn’t function like an audio file.

Hi ​@McClain,

If you're trying to upload audio files from Zendesk to Google Drive using Zapier, simply passing the file URL won't work, as it saves the link rather than the actual audio. To fix this, use a "Webhooks by Zapier" step with the GET method to download the file from the Zendesk URL, then upload the resulting file to Google Drive using the "Upload File" action. Ensure the URL is publicly accessible and test the Zap to ensure the audio file functions properly. 

This will help you get the audio files working correctly in Google Drive. Let me know if you have any more questions or need further assistance.

Are you saying that the webhook will be able to get the file from the recording url (not publicly accessible) and to make sure the Drive folder is publicly accessible? This is the error I’m getting, which leads me to believe the webhook cannot access the link.

Hi ​@McClain,

In order to access non-public Zendesk file URLs using Webhooks by Zapier, authentication is likely required. Depending on Zendesk's setup, you may need to use Basic Authentication, OAuth, or an API key by adding the correct headers in your Webhook step. Be sure to consult Zendesk's API documentation for the proper method, and test your Webhook to ensure it's working. Also, confirm that your Google Drive integration has the correct permissions for file uploads. If the setup is too complex, consider using a middleware service or contacting Zendesk support for help.

I hope these steps help you resolve the issue with accessing and uploading audio files. Feel free to ask if you have further questions or need more assistance.