Hide call recording links in Freshdesk tickets

Remove recording links from Freshdesk ticket logs when your team should not access recordings through Freshdesk. Call notes, disposition codes, and timing details still appear. Only the recording link is hidden.

Available on: Team plan or higher

When to use this

• Privacy. Recordings may contain sensitive information that not every team member with ticket access should hear.
• Compliance. Some industries or regions restrict how call recordings are shared or accessed.

How it works

By default, JustCall includes a recording link in every Freshdesk ticket. The link opens a JustCall page where users can listen to and download the recording.

When you disable recording link logging, tickets still show all other call details: notes, disposition codes, call duration, and timestamps. The recording link is the only item removed.

Recordings remain available in your JustCall account. Only the link in Freshdesk is affected.