Ticket Redaction app - official feature request thread

6 Kommentare

  • Joseph Sibley

    It would be really nice if our agents could redact items from tickets.  I was told the only way they could do that is for them to have access to delete tickets.  We don't want to give them that kind of access.  Every time they try and do it themselves they get an error indicating they don't have access to do so.  Everyday I get a couple ticket redaction requests, it would be nice if I could take this off my plate and allow them to do it themselves.  

  • Tiffany Green
    Zendesk Employee

    @... Hi Joe - Unfortunately, delete permissions are set at the API level and are not granular enough to let a an agent delete a portion of the ticket (which is what the ticket redaction app does) without rights to delete the whole ticket. The app relies on the API, and there's currently no way to get around those API restrictions in the app. 

  • Aimee Walraven

    Hello! I was wondering if there was some sort of automation option to redact attachments before a ticket is closed? Meaning automatically doing it for all tickets before they are closed instead of having an agent do it specifically for one ticket. If not, is that something that's being looked at for a potential update in the future, or not an option at this time? Thank you in advance for any information you can provide!

  • Gail Leinweber
    Zendesk Customer Care

    Hi Aimee,

    That isn't something that's currently an option, but it we'd love to hear some more details about the use case and impact that a change like this would make for your team as part of the feature request.

  • Arianna Questioni

    Hey! Following up on what Aimee was saying, I believe way they said would be extremely beneficial for us as well.

    If we could: 

    • Bulk-delete attachments as we bulk-update tickets 
    • Be able to include the Ticket Redaction App in an Automation or Trigger 

    In my case we would eliminate the need for manual work, as some of our agents have to manually delete some specific attachments that we receive (as we are not allowed to store them in our Instance). At the moment this is done manually, however either option would eliminate all the manual work we're currently doing. 

    It would also mean that we would have way less agents that have access to delete all the tickets (since the App's permissions aren't granular enough to give access to only delete attachments instead of entire tickets, as Joe said in the first comment), which would definitely be a plus. 

    Are there any plans relating to improving this app to add more functionality, by any chance? 

  • Hello Strac

    Hi Aimee Walraven

    We, at Strac, have built a Zendesk Redactor solution which will automatically detect and redact messages/attachments after 'x' number of days of when comment is created or ticket is solved/resolved. You can configure that 'x' number of days.

    Please check us out here: https://www.strac.io/integrations/zendesk 


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