Installing and using the Ticket Redaction app

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19 Comments

  • Joe Sibley
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    I have the ability to delete tickets, but for some reason I'm still getting the error I don't have permissions.  

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  • Chris Sos
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    @Joe Sibley,

    Feel free to send an email to support@zendesk.com and they can assist with this.

    Chris

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  • Joe Sibley
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    Thanks Chris, I kept trying and after several attempts it finally went through.

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  • Tara Papworth
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    Hi, is there any way to report on how many tickets have had the ticket redaction app used on them, or how many times the app has been used etc?

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  • Nicole - Community Manager
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    Hi Tara,

    There's nothing available in the native reporting tools around use of the Ticket Redaction app. It does turn up in ticket audits and in the incremental event export stream, so you would be able to review where it was used by looking at those. Here are some articles with information on using those functions:

    Viewing all events of a ticket

    Ticket audits

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  • Henrik Heusala
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    Hi,

    We are getting error 500 with some tickets, what does this mean?

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  • Nicole - Community Manager
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    Hi Henrik -

    What were you trying to do when the error surfaced?

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  • Henrik Heusala
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    Hi Nicole,

    This error comes on a certain ticket when trying to remove normal text

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  • Nicole - Community Manager
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    Hey Henrik -

    Are you trying to redact multiple lines/paragraphs at once?

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  • Henrik Heusala
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    No, normal text from 1 line like any other. This is a problem with one ticket.

    Could it be that as the whole line where we try to retract starts with >> this somehow messes up the redaction?

    The redacted text is also part of an previous email exchange and this is why the >> characters are there
    The text is anyhow perfectly normally presented in the comment flow within Zendesk ticket view

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  • Brett - Community Manager
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    Hey Henrik,

    The >> shouldn't affect whether or not you can redact the text within the ticket. I'm going to generate a ticket on your behalf so our Customer Advocacy team can dig into this further. They may need to take a look at these tickets examples to figure out where this issue is coming from.

    Cheers!

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  • Brian Ulmer
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    1) If I cut n paste the following text from this article into a test ticket, and then try to redact the text, I get the pop-up box stating that the text appears in one comment.  When I click the red Redact button to actually do the redaction, I get an "error 400" message in the top right corner of the screen.

     

    To redact both in-line and normal attachments from tickets, click "Redact attachments" from the app.

    A modal will open displaying the list of attachments on the ticket. Select which attachment you wish to redact and click "Redact".

     

    2) Using the same text above, I can redact in the following order:

    a)  To redact both in-line and normal attachments from tickets, click

    b)  from the app.

    c)  A modal will open displaying the list of attachments on the ticket. Select which attachment you wish to redact and click

     

    What is it about the line feed after the first sentence "from the app." and the double quotes that prevent the redaction from happening?  The pop-up modal states that the text was found, but the results in the top right corner say "error 400".

     

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  • Devan - Community Manager
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    Hello Brian,

    Regarding the errors you are running into this might be a little too complicated for a community response. I've gone ahead and created a ticket so one of our experts can take a look at this for you. 

    Best regards,

    Devan

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  • Kenneth Harii A/L Baradhan
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    Hi Devan, 

    Is the error 400 & 500 resolved? 

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  • Brett - Community Manager
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    Hey Kenneth,

    It looks like the error that pops up is a 400 error. Are you running into a similar issue? Are you attempting to redact text that contains an ' character? It looks like this is a known issue that our developers are working on so let me know if that's the case.

    Thanks!

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  • Kenneth Harii A/L Baradhan
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    Hey Brett,

    Yes we are facing 400 and 500 error. I was just checking if this was resolved. We're looking to revamp our process. 

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  • Brett - Community Manager
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    Hey Kenneth,

    It looks like the issue is originating from special characters being used the data a user is trying to redact. Are you getting this error when you try to redact information/attachments that contain a special character?

    Let me know!

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  • nrooney
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    Hi! Is there a way to use to mass update tickets. 

     

    I.E All attachments from 2018, or All phrases using "xyz"

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  • Brett - Community Manager
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    Hey nrooney,

    The ticket redaction app will only redact information on a single ticket at a time. You won't be able to mass redact data using. It may be worth taking a look at our app marketplace to see if there's an alternative solution available.

    Let me know if you have any other questions for me.

    Cheers!

    1

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