Forums/Community/Community questions & answers

Answered

How do you keep tickets "clean?"

Paul Tracy
asked this on March 17, 2010 07:40

We're still in the process of testing Zendesk, trying to find some way to get it to work within our processes. Currently, the inability to edit ticket comments is keeping us from rolling this out. Every test issue we run through looks horrible because of all the extra information Zendesk grabs (extraneous e-mail signature block information, customer logo image attachments, etc.)  and they can't be cleaned out. Many of our customers include paragraphs of security disclaimer information in their e-mail signatures which we don't need in every ticket. Can you offer suggestions? 

 

Comments

User photo
Jake Holman
Product Manager

Out of interest, why does a comment have to be 'clean'?

Jake Holman
Zendesk

March 17, 2010 09:20
User photo
Paul Tracy
justicetrax

Our tickets will have a lot of activity. If every comment has a lot of extraneous information (which can’t be deleted or edited), it will make it difficult to review and follow what is going on within an issue. This would be from both the agent and customers’ view point. Zendesk is supposed to provide for a simple and elegant environment, but so far our tickets are looking very cluttered.

March 17, 2010 09:59
User photo
Scott G. Rockstad
securemissionsolutions

I agree with Paul. Not being able to edit comments really makes the ticket comment history difficult to follow, with all the email signatures, security disclaimers, etc.

Jake, your question "why does a comment have to be 'clean'?" really seems out of place for Zendesk. After all, isn't Zendesk supposed to be clean and elegant? The simple answer to your question is readability.

Count me in on the feature request for letting agents edit comments.

June 23, 2010 05:39
User photo
Paul Tracy
justicetrax

Scott, Zendesk has already marked the feature request to allow the editing of comments as "not planned" (even though 50+ customers added their +1) so I think we're beating a dead horse.

 

https://support.zendesk.com/entries/11049-enable-end-users-to-be-able-to-edit-their-own-comments-updates-or-initial-requests

June 23, 2010 07:36
User photo
Scott G. Rockstad
securemissionsolutions

Paul, I'm not interested in allowing end-users to edit ticket comments (your link emphasizes end-users). I only want agents to have that ability.

June 23, 2010 07:48
User photo
Paul Tracy
justicetrax

Sorry Scott, the comments throughout that topic sort of blend the two concepts. I’d really like agents to at least have the ability as well.

June 23, 2010 08:05
User photo
Larry Good

I add my vote to add this feature - It is important for several reasons, not the least of which is the politics of communication.  When a comment is edited you could also add a [Edited by user} flag so it is clear that it has been updated

July 14, 2010 11:50
User photo
Grant Clifford
Inclarity

I am in favour of this as well or some way of preventing signatures being included.

November 11, 2010 01:25
User photo
Rgodales

Yes had this feature Zendesk!!!!!!!!!!!!!!

November 16, 2010 13:53
User photo
Jake2

+1

Seems like common sense.

You could for now try to force the use of the Zendesk portal rather than reply by email.  Obviously not always practical, but I like to steer users that way in any case with the intent of them actively using the Knowledge Base.

November 17, 2010 09:36
User photo
Sally Coleman
contigo

Agree this would help keep tickets tidy

November 19, 2010 03:14
User photo
Stephanie Sjostrom
recombo

This would rock. We have a ticket open right now which is hell to look at. We are communicating with different people in another company's support who have to add the entire history of our communication in every reply so the ticket has in some cases, over a dozen copies of some emails. No one can figure out what's going on. To be able to edit this would work miracles for us.

December 02, 2010 13:46
User photo
John Kelley

I have to add a big thumbs up for some kind of pre/post processing of comments. Specifically, in my case, I'm hoping to do some preprocessing of new incoming tickets. I'm using the dropbox code for iOS, and add some internal software state to the user's comments for better context. These details are bracketed by my own unique tags. I know Triggers can look for strings in comments, but there doesn't appear any way to edit (clean) them out once the Trigger identifies. Anyway, this type of Action seems valuable.

December 09, 2010 09:03
User photo
Andrew J
BizStudio NZ

From what I gather, the subject here should be changed to "Add agents ability to edit user comments"

I can see some possible issues tho... the feature would be open to the possibility of abuse and mistakes; removing a user's intended comments or parts of; and "Whoops! Didnt mean to remove that bit!" 

Should be limited to admins only.  Easy for me to say - I'm an admin!

 

December 15, 2010 21:37
User photo
Stephanie Sjostrom
recombo

How about just allowing admins the ability to hide some of the text? Like in Dreamweaver where you can select sections of code and compress it. This would maintain the integrity of the ticket and allow admins to keep the it 'clean'.

December 16, 2010 06:34
User photo
Paul Tracy
justicetrax

Nice compromise Stephanie! Well Zendesk guys, is that doable? Can you give us the ability to "hide" portions of comments or the entire entry? That would have zero impact on the audit trail.

December 16, 2010 06:56
User photo
Mike Gershowitz
bridgelux5

I agree that it should be possible for agents to edit tickets.  Hiding text (by agents only) would be a minimally acceptable compromise, but is better that what's there is now.  We are also limiiting our role out of Zendesk until this issue is addressed.  Most of our users prefer email access, and without the ability for an agent to edit the ticket, it rapidly becomes a tangled mess.

December 29, 2010 05:52
User photo
Jonathan Wayman

I think the suggestion for admins to have this ability is not unreasonable if say uncouth comments are made in a ticket.  (Of course you could always delete the ticket and create a new one with the pertinent information)  But anyone else having the ability seems like it would compromise the integrity of the ticket.  I could see potential for abuse here.

January 19, 2011 08:34
User photo
Adam Seymour
walkerfirst

Add the feature.

January 26, 2011 04:52
User photo
Peter Hitchmough

Add the feature for agents.

+1

If I were to receive e.g. a long extract of a log file as part of a comment then I would value being able to cut out all the horrible extraneous text and keep the meat.

(yes I know atachments are the right way, but let us have mercy on the users who do their own thing).

The feature would have to be journalled, or a protected function, because users could accuse agents of changing what they said. Also, it would be nice to delete expletives etc.

January 29, 2011 05:59
User photo
DE

+1.  This feature should be in the "duh" category.  Agents should be able to edit just about anything.

February 01, 2011 10:51
User photo
Carlisia Campos

+1 for agents to be able to clean tickets.

We have had to tell clients that we would not support them unless they cut out the old part of a thread when emailing us, because we had to scroll forever to get from the last comment to the one before.

February 11, 2011 03:54
User photo
Marc Vermeulen

Add another one please.

February 23, 2011 10:35
User photo
Ryan

I don't necessarily know that the contents of tickets should be editable (for auditing and integrity purposes). To compromise, why not have a "show/hide link" (similar to what Stephanie suggested above) for each comment that includes more than a paragraph or two of text? This way, the ticket view does not get cluttered with long text versions of HTML emails and signatures, but the option to immediately view the remaining comment (should one desire) is immediately available. This can be accomplished with some simple jQuery or something similar I'm sure.

February 23, 2011 10:43
User photo
Steve Shepherd

@Ryan - Best solution I think so they display 2 or 3 paragraphs and then a show/hide button for anyone who wants to dig further.

Integrity of the comments is important for he said she said type things. Esp if you have an agent how is fiddling the system. You could also add a Hide/show completely button to the comment so irrelevant comments or bad language etc can be dropped from view.

They later if the S%#$%t hits the fan someone can open them up and see the full audit trail of comments.

February 24, 2011 13:41
User photo
Ryan

@Steve, yes exactly.

One of the reasons we dropped our old support system was because ticket threads got completely out of control (because of html and excessive signatures being stripped). Never ending scrolling and ticket threads too difficult to follow just became too much of a hassle. The show/hide option after a few paragraphs of text would initially hide all the unwanted HTML and signatures, and would allow agents to see the most important parts of comments, rather than having the flow interrupted (not to mention all the scrolling) to get to the next comment.

I also think ADMINS (not agents) should be able to toggle whether a comment is public or private (but no one should be able to delete or modify comments).

February 24, 2011 14:36
User photo
Paul Tracy
justicetrax

Some great ideas have been offered, but ultimately I'm still pushing for at least admin ability to edit or delete comments. Readability of the issue details aside, there are instances when personal information makes it into ticket details and HIPAA and other federal regulations require that we expunge that data.

February 25, 2011 06:26
User photo
Sally Coleman
contigo

 

I can't see that anyone from Zendesk has posted a comment on this since Mar-17 2010, so I'm not sure if this is on their radar.  Can anyone at Zendesk let us know if this is being considered?

 

 

February 25, 2011 06:35
User photo
Kris Rackham
dreamdivision

If this feature is not planned or will never be implemented, can you at least find a way to keep tickets free of clutter (e.g. mail signatures and legal statements at the end of a client's response)?

We are currently testing Zendesk and the load of clutter that grows in every ticket is a huge disadvantage for us.

(crossposted in https://support.zendesk.com/entries/11049-enable-end-users-to-be-ab...)

February 27, 2011 07:30
User photo
Christian
shopzillaeu

+1 from me too, editing tickets would be helpful for agents

March 15, 2011 03:02
User photo
Aaron Miller
leveragepoint

+1  not sure why no one from Zendesk has addressed this in the  last year...

March 16, 2011 12:30
User photo
Laine Kohama
gigaisland

+1 I would like to have this feature added.  This would be very helpful to agents.  

April 01, 2011 02:27
User photo
Matthew Benn
Project CS Beta Testers

+1 as well. nice to hear we aren't the only ones with this issue.

April 12, 2011 11:02
User photo
David G
emmhelp

Bump - We also would like to have this feature. We find it is one of the missing features as we test Zendesk compared to our current help desk system.

April 15, 2011 07:57
User photo
Jake2

It doesn't look like they're planning on adding this functionality.  I'd be curious to hear what you're using currently David?

April 15, 2011 08:02
User photo
David G
emmhelp

We are currently using Kayako. Works pretty good, but lacks some automation, and other features that Zendesk has. I guess it's a trade off.

April 15, 2011 08:57
User photo
Marci

The longer we use Zendesk the more I see the need for this as well. It's been a while since anyone has commented, but I'll definitely give it a +1 in hope!

One of the biggest reasons we switched to Zendesk is the messiness of the former email support system. Zendesk is clean if everyone submits web-based tickets, but the email ones can get really ugly and hard to follow.

July 27, 2011 20:09
User photo
Marci

Another use case scenario: we have many support emails sent in by staff members (who are NOT agents, and we don't want them to be) on behalf of their clients. The client email their contact staff person in the company, something comes up that turns out to be a support issue, so the staff person forwards the message to Zendesk via our support@ email address. Often the issue at hand comes up after several other emails have been exchanged, so by the time the staff person hits the "forward" button, there is a whole long chain of ugliness surrounding the actual issue.....multiple old emails with long chains of quotations from prior emails, with rows and rows of >>>>> that I would LOVE to delete and single out the "heart of the matter". When trying to make sense of the whole history of one ticket, it can be very difficult to figure out what's really relevant. For that matter, if it were any easier on the Zendesk/technology side, the ability to highlight some section of a ticket would be a useful workaround.

July 28, 2011 12:57
User photo
Graham Robson
Coherence Design

@Marci - that's a very good practical example of the issue.

It is certainly a value add if an agent can 'rationalise' the inputs/responses to help themselves and others understand the communication better.

Cleanness is good because it adds quicker understanding, leading to quicker and more accurate resolutions. It's ironic, since I would describe Zendesk as a very clean interface. Next frontier is to help clean up the content to match the environment!

This topic theme is debated elsewhere along the lines of editing the ticket. However, this solution approach get's into difficulties with audit records (principles and practicalities). 

An alternative approach has been suggested and supported that is non-distructive i.e. have the ability to mark-up the good stuff to display and hide the chaff. Your not changing the underlying content record, merely editing a cleaner version. You can toggle between the original and the cleaned up version. This should then not interfere with the audit record principles. 

Arguably, original content get buried (deeper), but it's pretty buried already. Trust the agent to add the value.

Graham

July 28, 2011 23:18
User photo
Marci

Thanks, Graham. I agree completely with being non-destructive. What I don't prefer is an automated partial-hide solution, because there would be no way to consistently hide only the messy stuff, and salvage the important stuff, without human eyes on it. I think we'd spend more time unhiding long messages to find the meat.

What you mention here, a non-destructive mark up (similar to what I said about highlighting) along with a hiding solution would be very nice. Is that idea mentioned somewhere else in the forums? I'd like to head over there and give it a +3 !

July 29, 2011 09:49
User photo
Marci
Make that +1,000,000,000 .... I'm just dying over the MESS in tickets, especially when the hash line doesn't work -- seems to get caught in the reply as part of the quoted section marked by > and not read by the system as something to ignore. Screen shot attached.
August 17, 2011 16:23
User photo
Mike Gershowitz
bridgelux5

Folks, I hate to put a damper on your hopes, but I too found it suprising that despite so much feedback for this feature, there has been absolutely no comment from anyone at Zendesk on the thread since the first day the thread started.  So, I called Zendesk last week, spoke with "Max" in support, and was told there was absolutely no plan to implement this feature (ability for anyone, even a super user,  to edit a ticket content once posted) because that would compromise the system performance (in terms of speed, security and database integrity).  So I needless to say, I am now evaluating alternative solutions, which from what I can tell thus far do offer this capability.

Anyone from Zendesk care to comment??

August 17, 2011 17:03
User photo
Marci
Since they likely aren't reading this thread anymore, maybe those of us who are truly interested should contact support directly (phone or ticket), as you did. I think I will. Right now. :)
August 17, 2011 17:13
User photo
Jonathan Wayman
Uh, so since Zendesk stated that it would compromise database integrity and performance. I'm completely against this thread now. I've been subscribed to it for a while and I've been for this. Why would you ever compromise the stability and integrity of an entire system for one feature? Besides that, I've been on the fence about this anyway. The ability to edit tickets in this way on a helpdesk ticket can also compromise the integrity of the paper trail. Just opens it up to abuse. Let's leave Zendesk support alone on this one, I'm sure there are more worthy causes.
August 25, 2011 06:33
User photo
Jonathan Wayman
Sorry for the double-post. Please excuse the horrible sentence structure and poorly written previous post. I was excited and it was written hastily. But I think you guys get the point.
August 25, 2011 06:36
User photo
Steve Shepherd
@Jonathan it's not an issue of underlying database integrity, if a mechanism was overlaid that screened out the waffle in people's email footers then understanding the problem would be quicker. Using a markup approach or a hide/show approach nothing would change on the original just how it is displayed.
August 25, 2011 11:07
User photo
Marci
@Steve, I think Jonathan was responding to a quote from "Max" in Zendesk support, provided by Mike Gershowitz: "because that would compromise the system performance (in terms of speed, security and database integrity)." Personally, I don't buy that "system performance" thing for a minute. Database integrity...I get it, but it should not stop us from having a solution such as you (Steve) suggest. This seems like such a no-brainer to me, and I'm honestly shocked that Zendesk isn't responding. I have a ticket right now that keeps growing -- it takes me 42 page scrolls to get past ONE entry from the user, because somehow her email client(?) is ignoring the delimiter, and adding in the entire ticket history every time she replies. And she's not tech savvy enough for me to ask her to fix it, so I just have to deal with it...but it's ugly.
August 25, 2011 12:32
User photo
Razvan Neagu
komotion

Indeed there is a need for a solution to the issue of garbage in the thread. If we keep this thread alive, hopefully it will get some attention and re-evaluation of how this issue may be best solved. @Steve has some good suggestions.

October 06, 2011 23:02
User photo
Mike Lottridge

Out of interest, why does a comment have to be 'clean'?

Jake Holman
Zendesk


I have to admit, as a former product manager, the flippant responses from Jake on various posts in this forum are pretty irritating. Customers are raising issues that reduce the effectiveness of using Zendesk and get a condescending response back from product management. 

We don't have a lot invested in Zendesk, so I'm looking at alternatives. I can be fairly confident that if Zendesk thinks they've gotten to be so successful they don't have to listen to customer issues, they won't last for the long term.

 

October 18, 2011 08:47
User photo
Paul Rooney

As a potential Zendesk customer, this thread has been very revealing. Enough said.

November 08, 2011 12:28
User photo
Jake Holman
Product Manager
Check Answer

Hey guys, sorry I've not kept my eye on this thread! I normally only look after the Feature Requests forums, and forgot to subscribe to this topic - but I'll keep on top of that now.

@Mike: Sorry if I came across as crass. Generally speaking I will always ask questions, even if they sound dumb or are as simple as "why?". I have to understand things fully, in order to be able to understand how I can then help with feature enhancements or even brand new features. If I don't ask these little questions, I'll miss the big details and implement things incorrectly. Of course, sometimes I have to play devil's advocate to make sure people are really asking for what they really mean :) 

@All: Thanks so much for your feedback. I will be upfront and state that we still do not intend to allow anyone to edit comments now or in the near future. I've commented a lot around this particular request and I won't bore everyone by repeating myself too much. 

However, we do want to be better at being able to do two things. 

  1. Being able to hide useless content, such as signatures and other "mail fluff" as you could call it. We're certainly no where near where we want to be in this regard. We need to be better at identifying and parsing out signatures, but also being able to look at diffs of emails and hide the content that's duplicated - a lot of you will see this in Gmail as "Show quoted text". Unfortunately, all of this requires massive refactoring of how we process emails, and is certainly no minor task we we process hundreds of thousands of emails each week. 
  2. Being able to remove questionable content. This means being able to identify strings in a response either a customer or agent has made that needs to be hidden in the ticket itself - this can include things like credit card numbers, dates of birth, etc. This is something we actually want to do in the more immediate future. 
I do understand some won't agree with a word I just wrote, so I'm also happy to hear that feedback too, I just can't promise to be able to deliver on every use case I'm afraid.
November 08, 2011 17:30
User photo
Mullai Shanmuhan

Jake

If it is going to be difficult to hide partial content of the email, @Graham's suggestion above might be a good workaround and useful in other cases as well - ability by Agent to highlight parts of a private or public comment.

 

Thanks

February 11, 2012 23:47
User photo
Joe Hettinger

Yep I agree the tickets can easily become a mess.

You could add a configurable filter where the agents can copy the exact footer text into the filter and then it can be applied to the organization. So that any email from a specific organization will be scanned and the text in the filter will be removed before applying it to the case notes.

I could see this as way to save huge amounts of disk space for ZD.

Additionally, there needs to be the availability to completely collapse a comment. So when other agents are reviewing comments, they do not need to read comments that another agent already reviewed and found it to be an off topic comment or a comment that did not add value to the ticket.

March 28, 2012 11:36
User photo
Joe Hettinger

Bump,

Hello, any progress on this? This thread was opened over 2 years ago.

April 10, 2012 08:21
User photo
Jake Holman
Product Manager

There are currently no updates beyond what I'd previously stated. 

June 26, 2012 11:01
User photo
Michelle Sip
techtorium47

+1 We just started using Zendesk and already all the agents are requesting a "Show/Hide" button to hide previous comments.  This way, the original thread is still there, but defaults to "hidden" so it is easier to see the latest information.

June 26, 2012 13:42
User photo
Digby Cunningham

Although I agree ability to edit tickets, would be grand,  we really don't see this as an immediate problem.

Everyone knows you can edit the format of the ticket display to put the _latest_ messages in the thread at the TOP of the screen, right? There is no need to scroll scroll scroll to the bottom to see the latest comments; it is at the top. Second most recent underneath, etc. The only time you need to scroll _all_ the way to the bottom is when you need to see the earliest comments.

 

 

Still, editing would be nice:

a) as mentioned earlier, to hide comments that have no particular relevance to the topic

b) delete or hide inappropriate comments/notes/sensitive information inadvertently injected by an agent or end-user

c) again to the top, sometimes just to 'clean' the ticket out; especially when posting to the forums. It would be nice sometimes to clear out the signature clutter to clean the issue up and make it obvious as to the problem and resolution

 

July 20, 2012 04:33
User photo
Eli Blankers
accelitec

This may be SLIGHTLY unrelated but...

Is there a reason why some end-users' email responses to tickets collect the entire conversation in their new comment?  After 5 comments back and forth, her newest comment contains (her 5th, my 4th, her 4th, my 3rd, her 3rd, etc) all of the way back to the original post.  When viewing the ticket, below her 5th comment (which includes all of them) is my 4th comment.  BUT below that, her 4th comment contains all comments held previous. 

If this conversation lasts another 2 or 3 posts, it will be very VERY annoying (it is already).

Is this a formatting issue or is this stupid clutter caused by a specific email service?

July 20, 2012 13:23
User photo
Lisa Moody
jewelcode

Let's try it this way.  I own the data in my support system.  Zendesk does not need to protect me from deleting information that makes my life harder.  Since I own the data and take my own risks then Zendesk needs to provide me, the Admin, with the ability to edit or delete comments.  I understand the goodwill of Zendesk in that they are trying to come at things from an integrity of the data and integrity of support threads aspect to protect us from ourselves; however, we own the data, we should be able to remove it if we wish.  It is our risk.  You are simply the host holding the data and performing business functions for us.  We can take the responsibility for removing data or allowing someone to remove data.  It is not Zendesk's responsibility to manage us and our internal processes.

August 27, 2012 11:23
User photo
Justin Seymour
Zendesk

Hey Eli: 

It sounds like the end-user is breaking the Zendesk delimiter line or replying below the line, which is including all of the past comments in the incoming message. It could be related to their mail client, or just an honest human error when replying. As long as the reply is above that delimiter line, you should only (and always) see the most recent comment. 

August 28, 2012 11:27
User photo
Eli Blankers
accelitec

@Justin:  Thanks.  Actually this was a bug that has since been taken care of.  Thanks for the follow-up though!

August 28, 2012 11:31
User photo
Jane Reynolds
biomni

@Lisa Moody - Absolutely spot on.  It is a matter of principle - we own our data and are responsible for it.  

October 22, 2012 01:00
User photo
Ben
shadowsystems

Just wondering if there was a way of disabling the email channel completely - ie, user receives an email once they log a ticket via the web portal, but then they can't reply to it and have their ticket updated and similarly don't get email updates when their tickets are updated.

I'd like them to be notified when the ticket has been logged and when it has been closed.

Essentially I want to be allowed to delete the {{delimiter}} from the email templates.

Thoughts ?

February 21, 2013 05:57
User photo
Rick Tenorio
coldwater

Here are a couple of ideas to help with the issue of not easily knowing what the status of the ticket is...

Try adding some fields to your ticket where your techs can enter the current status of the ticket each time they touch it.  We have two fields setup that we teach our techs to fill out with every touch of the ticket: Status & Next Steps.  These two fields make it easy for other techs to take over a ticket when the assigned ticket owner is out of the office. 

We are also testing using a Summary field where techs can add short notes of things they have tried throughout the ticket.  This field grows with each touch. 

So far the feedback has been positive.  Techs have found it easier to escalate tickets when this field is kept up to date.

I know this doesn't address the root problem of this discussion string, but it may help make the messiness not as big a deal.

February 21, 2013 11:36
User photo
Tara Callinan
Blacknight

With the recent security breach I think the importance of being able to edit your tickets to redact information, and remove attachments, has been highlighted.  No matter how many times we say it, customers still sometimes send important information, like credit card info through zendesk tickets. 

If it was possible for hackers to get the subject of the emails it shows the risk of them getting in and getting the body of the emails, or even worse.  I know the system has been patched and all that, and I know that this stuff can happen anyone, but for our own piece of mind we would much prefer to be able to make sure that any sensitive data or attachments are deleted just in case of anything like this happening.  From a Data Privacy point of view, in Europe we can't possibly keep this information, under law we're required to deal with it properly. i.e. redact, remove, delete

February 22, 2013 04:22
User photo
Mike Gershowitz
bridgelux5

I could not agree more on the need for Administrators to be able to redact, remove or delete information from tickets.  Despite my repeated requests to Zendesk support on this issue, they have ignored the request and fail to acknowledge that it is the subscribing account holder and NOT Zedesk that owns and is responsible for the content of the ticket.  We are seriously look at other alternatives to Zendesk that will permit such editing by appropriate personnel (adminstrators, not agents) and will terminate our Zendesk account if we find such an alternative before Zendesk implements such a feature.

February 22, 2013 07:49
User photo
Joe Hettinger

Mike,

I'm in the same boat as you. This issue is so big for us that we are looking at alternatives to ZD as well.

February 22, 2013 10:15
User photo
Rob Deutsche
wiredrive

Why not disable attachments until they add some editing features?  You can do this in the Settings> Tickets menu.  

February 22, 2013 10:29
User photo
Joe Hettinger

Attachments are not a problem for use, and disabling would mean that we would loose screen shots that our customers send, so it is not an option for us.

February 22, 2013 10:32
User photo
Elyse Kanagaratnam
Zendesk
Check Answer

Hi all,

It's so awesome to see this much activity in our online community! I can now announce that we are moving forward with a feature to allow admins (and potentially agents) to "redact" ticket comments. This will allow you to remove any sensitive or extraneous text from a ticket thread. Please understand that this function is similar to deletion in that the data is destroyed and cannot be recovered. In addition, this feature will allow admins to remove attachments and screenshots.

At this time, I do not have an exact ETA for release, but you can follow along for more information in our feature request thread at https://support.zendesk.com/entries/11049. This particular thread is being closed for comment in an effort to consolidate the conversation into one place. Thanks again for your involvement!

/Jennifer, Customer Advocate

February 22, 2013 11:51
Topic is closed for comments