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.
40 Comments
Glad to hear you got things sorted, Benjamin.
Giancarlo, I'll check on your ticket and see if I can do anything to help you reach resolution on your issue.
Nicole, my problem is not sorted out. Will open a ticket eventually.
Regards
I'm receiving error 400 when trying to redact an image. Support said it's because you can't redact on closed tickets. This doesn't make sense if you are trying to clean up old tickets/data. Your dev team needs to update this to allow for redaction on closed tickets.
Same concern as Justin - we need to be able to redact data on a ticket, regardless of the state. I'm now in a situation where I need to delete the whole ticket, which presents other problems.
Hi Dan,
That was exactly my point an even more with GDPR in the EU, when I raised the concern their approach was to upgrade my licence to have more permissions which isn't ideal, and I ended deleting the ticket which is what I was trying to avoid in the first place!
Best
Im getting an "Error 400" when trying to redact som text from a ticket? Any idea what that means?
May it be that you try to edit a closed ticket? It's not possible anymore to edit closed tickets. Maximum is solved tickets.
I think there was a way directly with the API but I'm not sure if I remember wrongly here.
We utilize this app for ticket replies. Is there any plan to extend this functionality to redacting messages in a Side Conversation?
Since we cannot delete a Side Conversation reply, presently, we are having to delete the ticket altogether, which unfortunately has negative ripple effects - if people on the deleted ticket's Side Conv reply, then we essentially lose sight of this reply. In my testing, it appears that if we restore the ticket, the Side Conv reply is visible on the ticket. Has anyone figured out a workaround?
Is that possible to use the ticket redaction feature automatically through a trigger, for example?
I'd like to redact automatically some attachments, and not depending on manual intervention. Should this be done??
Hey Rafael,
I'm afraid at this time the Ticket Redaction app will only work through manual intervention. There's no way to have the Support triggers interact with the app to automatically remove attachments.
Let us know if you have any other questions!
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