Inline audio playback for WAV files (e.g. voicemails) in ticket view

Title:
Inline audio playback for WAV files (e.g. voicemails) in ticket view


1) What is your original issue/pain point you want to solve?
Agents frequently receive voicemail tickets with attached .wav files. Currently, clicking on these attachments in Zammad causes the browser to download the file instead of playing it inline, even though modern browsers support direct playback.
Adding to the problem: all these files are named message.wav, which leads to frequent overwriting or manual renaming if multiple files are opened/downloaded during a shift.


2) Which are one or two concrete situations where this problem hurts the most?

  • When handling multiple voicemail tickets in a short time span, agents constantly need to rename or manage downloaded files named message.wav, which is tedious and error-prone.
  • On systems without a configured audio player for .wav files, agents are blocked from listening until one is selected or installed, breaking their workflow.

3) Why is it not solvable with the Zammad standard?
Zammad currently treats audio files like regular attachments and forces a download. While this may be useful for some file types, it’s suboptimal for browser-supported media like WAV or MP3. The filename issue (message.wav) only adds to the difficulty, since the browser cannot differentiate files unless renamed manually.


4) What is your expectation/what do you want to achieve?
We would like Zammad to automatically embed a simple HTML5 <audio controls> player for supported audio types (e.g. .wav, .mp3) in the ticket view. This would allow agents to play voicemails directly, without downloading, and help avoid filename collisions by eliminating the need to store files locally.


Suggested Implementation (HTML Example):

A minimal and browser-compatible implementation could look like this:

<audio controls>
  <source src="https://example.zammad.tld/uploads/message.wav" type="audio/wav">
  Your browser does not support the audio element.
</audio>

This works out-of-the-box in Firefox, Chrome, Edge, and Safari for audio formats like .wav or .mp3, provided the correct MIME type is set (audio/wav, audio/mpeg, etc.).


Additional context:

  • Most voicemail systems (especially in call centers or support hotlines) send messages as message.wav, which is not configurable.
  • Inline playback would prevent file clutter, accidental overwrites, and speed up agent handling.
  • Modern browsers already support inline WAV playback via the <audio> tag – no plugin or special configuration needed.

Your Zammad environment:

  • Average concurrent agent count: ~5
  • Average tickets a day: ~40-150
  • Roles involved: Support agents, team leads

Anything else:
We believe this would significantly enhance Zammad’s usability for teams working with voice-based support workflows.

Thanks a lot for considering this feature!

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