Installing and using the Ticket Redaction app

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

1. Click the Admin icon () in the sidebar, then select Apps > Marketplace
2. Search for Ticket Redaction and select the app from the results list
3. Click Install in the upper-right corner
4. Click Install to complete the setup

Redact text from a ticket

Important: Text redaction is permanent and can not be undone. Data is permanently deleted from Zendesk servers with no way to recover it.

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:

Note: Text redaction is case-sensitive

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".

Important: Attachment redaction is permanent and can not be undone. Data is permanently deleted from Zendesk servers with no way to recover it.

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.