The Ticket Redaction app enables you to redact information or attachments from tickets. This is especially useful for removing personal information or sensitive account data from ticket comments. The Ticket Redaction app works on any tickets, except for tickets with a Closed status.
This article will cover the following topics:
- Installing the Ticket Redaction app
- Redact text from a ticket
- Redact attachments from a ticket
- Errors and troubleshooting
Installing the Ticket Redaction app
To install the Ticket Redaction app
- Click the Admin icon (
) in the sidebar, then select Apps > Marketplace - Search for Ticket Redaction and select the app from the results list
- Click Install in the upper-right corner
- Click Install to complete the setup
Redact text from a ticket
To redact text from a ticket, simply copy paste it into the app and click "Redact". A modal will appear that shows how many comments in the ticket this text appears in:
If it all looks good, hit the "Redact" button to confirm.
You'll see a success message in the top right to let you know that the redactions were successful in the ticket:
As in the message, you will need to refresh the ticket page in order to see the redacted text. The text you redacted will be now shown as ▇▇▇▇ characters.
Redact attachments from a ticket
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".
Redacted attachments are replaced with a blank text file called redacted.txt:
Errors and troubleshooting
You do not have permission to perform redaction on this ticket
This error is shown to agents that are in a group that does not have ticket deletion permissions. This permission is required because the agent will be deleting data from Zendesk tickets and this data is not recoverable. Agents that need to perform redaction should have this permission.
25 Comments
I have the ability to delete tickets, but for some reason I'm still getting the error I don't have permissions.
@Joe Sibley,
Feel free to send an email to support@zendesk.com and they can assist with this.
Chris
Thanks Chris, I kept trying and after several attempts it finally went through.
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?
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
Hi,
We are getting error 500 with some tickets, what does this mean?
Hi Henrik -
What were you trying to do when the error surfaced?
Hi Nicole,
This error comes on a certain ticket when trying to remove normal text
Hey Henrik -
Are you trying to redact multiple lines/paragraphs at once?
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
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!
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".
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
Hi Devan,
Is the error 400 & 500 resolved?
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!
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.
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!
Hi! Is there a way to use to mass update tickets.
I.E All attachments from 2018, or All phrases using "xyz"
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!
Hey team, we saw similar 400 errors but didn't see any ' or " in the link. That said, after throwing the error we revisited the ticket and the text and image were redacted.
Hey Matt,
From the sounds of it, you may have experienced an intermittent browser caching error, which is why the error was displayed, but the redaction was still processed. If you happen to run into this issue again, it might be better to submit a support ticket to support@zendesk.com, as it may require more account specific troubleshooting.
I hope this helps!
Hello,
We have a similar problem however it is not solved through hard refresh or similar.
We try to redact an attachment. Normal filename "IMG_0637.jpg".
The error message is: "Unsuccessful redaction. Error: 400"
However I am an admin so it's no right related thing.
It works fine for other tickets but this attachment seems to have some problem and the user is already complaining that we did not kill his image.
How to solve this besides destroying the ticket completely?
Thank you!
Sebastian
Hey Sebastian,
There might be something else going on here which is the issue. Could you open a ticket with the details and one of our team can look into why this might be happening? Thanks!
Chris
Hello Chris,
I did so now, I hope this can be solved.
Best regards,
Sebastian
Thanks for the user guide. I did a test on a simple phone number and it works. More complex tests on multiple lines data including "([>,:; ... does not seem to work.
Anyway the process is very heavy compared to an easy "edit comment" that many Zendesk users are requesting.
On the side, the choice of the wording "redact" is bringing confusion (at least for non native english speaker). First translation of "redact" is closer to write and draft which is oposite of what we want; using wording like "modify" or "sanitize" would make thing easier to understand I think.
Thanks
Please sign in to leave a comment.