Recording
A compliance officer reviews a screen-view session two months later
Recording isn\'t just for the moment. It\'s for the audit that comes weeks later.
- Tuesday, 2 months agoSarah (support lead)
Sarah did a manager-view session with Naveen (see the Manager-view journey). Their org has recording enabled, so as soon as Naveen approved and picked his Zendesk window, ffmpeg started writing a WebM file on the DeskTrust server. Session lasted 2m 30s. On teardown, the file finalized, the CallSession row got the recordingPath and recordingSize populated.
UI: Auto-record on manager_view, server-side
- Yesterday, 10 weeks laterA customer complaint
A customer emails their account manager: "I'm concerned — I heard from a competitor that DeskTrust support agents look at customer data screens. What are you doing about that?" It escalates to Yuki, the compliance officer.
UI: Real world — outside the product
- Today, 9 AMYuki (compliance officer)
Yuki opens the DeskTrust admin dashboard. Navigates to Screen-View Audit. Filters by event=approved. Scrolls back 10 weeks. Finds the session where Sarah viewed Naveen's screen while he was handling a customer refund. Reason on record: "help with refund flow on 8821".
UI: /dashboard/screen-view-audit with filters
- 9:05 AMYuki
She clicks into the audit row. Sees the linked CallSession ID. Clicks through to /dashboard/recordings/<id>. The page loads — a WebM video, participant list (Sarah + Naveen), start/end times, duration.
UI: Recording player page
- 9:07 AMYuki
She clicks Play. The recording streams — she can seek to any point. She skims through Naveen's Zendesk workflow. Sarah is only watching; there's no evidence Sarah interacted with anything customer-specific outside of the refund flow the reason described.
UI: Range-supported WebM playback, seek
- 9:15 AMYuki
She writes up the finding: "Session verified against stated reason. No scope creep. Approved with 4-second consent window; employee revoked after 2m 30s. Attaching audit log + recording extract." Emails the account manager.
UI: External to the product — outcome
- 10 AMAccount manager
Replies to the customer with the findings, offers a call. Customer accepts, hears the specifics, is satisfied. Complaint closed. The recording will auto-delete in a few weeks per retention policy — no manual cleanup needed.
UI: Retention cron takes care of the file later
Why recording pays off later
- • Audit rows tell you WHAT happened. Recordings tell you HOW it happened.
- • 30-day default retention is enough for most complaint windows. Extend if you need to.
- • Access control means only the right people can play back — the employee, org admins, or the linked manager-scoped admin.
- • The recording itself has proof of consent baked in — the initial modal, the visible pill, the STOP button — because those moments are captured in the stream.
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