<aside> 💁 If you need help, or just have a question, drop us an email at [email protected] or send us a recording 🎥

</aside>

When you request a recording your customer receives your message as text only, and there is no link to open the recorder…

If you encounter this issue, this is much probably related to one of your Zendesk settings: go check if your new message trigger is using ticket.public_comments_formatted and not ticket.public_comments. This should solve the issue.

<aside> 💁 If you need help, or just have a question, drop us an email at [email protected] or send us a recording 🎥

</aside>