Installing and using the Ticket Redaction app

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40 Comments

  • Nicole S.
    Zendesk Community Team

    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. 

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  • Benjamin

    Nicole, my problem is not sorted out. Will open a ticket eventually.

    Regards

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  • Justin Laing

    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.  

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  • Dan Ross
    Community Moderator

    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. 

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  • Giancarlo Lucchese

    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

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  • PROVENTIC **** EMEA Reseller Partner
    Community Moderator

    Im getting an "Error 400" when trying to redact som text from a ticket? Any idea what that means?

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  • Sebastian

    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.

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  • Jamie Noell

    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?

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  • Rafael Rodrigues de Paiva

    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??

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  • Brett Bowser
    Zendesk Community Team

    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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