Redacting ticket content in the Zendesk Agent Workspace

Return to top
Have more questions? Submit a request

21 Comments

  • CJ Johnson

    What roles have permissions to redact? Where are these permissions set? 

    0
  • Lisa Kelly
    Zendesk Documentation Team

    CJ Johnson Any admin with the Agent Workspace enabled can redact content. Agents must have permissions to delete tickets to redact content. 

    -1
  • Tommy B.

    Hi Lisa Kelly
    I can't seem to find where to initiate redaction. I have tried using a regular agent user-role, admin-role, and two different browsers (Professional Zendesk subscription).
    Where/how can I activate the reaction-option?

    Screenshot below is from Google Chrome, but same applies to Microsoft Edge:

    0
  • Chris Wooten

    The permission should be separate from the deleted ticket. I work in a HIPAA and PCI environment and would need all my techs to be able to redact but I do not want them to be able to delete tickets.

    3
  • Lisa Kelly
    Zendesk Documentation Team

    Reply to Tommy B 
    A couple items to check:

    • This feature requires the Zendesk Agent Workspace. Do you have the workspace enabled on your account? 
    • Make sure you hover your mouse over the thread (pausing for a few seconds) to see the options menu. 

    If you have checked these items above and still don't see the menu, contact Zendesk Customer Support.

    0
  • Lorenzo Testini

    Lisa Kelly if I redact an attachment that was sent by mistake to a customer, will it still be available for the customer to download? 

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Lorenzo Testini

    On Thursday, April 8, the Community is hosting an event on Getting to know Trigger Categories and Redaction in Agent Workspace in Support. From 11:00 am - 11:45 am CST, we’ll be showcasing how to use these new features and answering your questions on the topic.  See this article for details. 

    0
  • Slava Skorbezh

    Lisa Kelly Does this feature support SunCo channels in AW? 

    0
  • Lorenzo Testini

    Lisa Kelly

    Thank you. For some reasons I get an error code when I try to access the article you linked (You're not authorized to access this page). Can you help me accessing the article? 

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Lorenzo,

    Which link are you referring to? I went through the links Lisa shared but they all appear to be public as far as I can tell.

    Let me know!

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Slava Skorbezh Messaging channels (including SunCo) aren't supported, yet. But, this feature is on our roadmap. 

    0
  • Lorenzo Testini

    Hey Brett Bowser

    it is indeed the link that Lisa shared I can't access: 

    https://support.zendesk.com/hc/en-us/articles/1260803937630

    If you can help me accessing it, I would really appreciate it. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Lorenzo,

    Can you try accessing the article again? I believe there was a permissions setting that was preventing you from accessing it.

    Let me know!

    1
  • Lorenzo Testini

    Thank you Brett Bowser, it does work now!

    0
  • Jamie Noell

    This is great to add redaction to the app itself and not require an add-on.  When will ticket redaction work on a Side Conversation email?  Presently, if data is found that needs to be redacted in a Side Conv email already sent, we have to delete the entire ticket.  It would be nice to be able to redact a portion in the sent Side Conv email just as you can in a public ticket comment.

    1
  • Julian Takano

    Does manually redacting info from workspace also remove info from logs and database? I assume it does but I cannot find a statement clarifying this within the article.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Julian,

    Excellent question! The original content you redacted will persist in logs for about 30 days before being cleared out.

    Let me know if you have any other questions!

    1
  • Julian Takano

    Awesome Thank you Brett Bowser

    0
  • Jamie Noell

    Is retaining this redacted data in your logs for 30 days compliant with GDPR?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jamie,

    Please see our Product Guides that detail how to permanently delete data using Zendesk, available here: Complying with Privacy and Data Protection law. Under Article 12 of GDPR, data controllers must inform data subjects about actions taken within a month of receipt of a request to erase data. Zendesk's functionalities, as described above, do allow our customers to comply with such requirement.

    For further information, please contact our Privacy team: privacyzendesk.com

    I hope this clears up any confusion!

    0
  • Erkin

    Hey,

    Is there a way;

    1- to limit agents not to download the attachments without redaction or deleting? Security issues are very strict nowadays because of GDPR in every country.

    2-to limit agents workspace not to show the attachments to a specific role when the ticket is closed? Our goal is "to show attachements to admins or another specific role (teamleaders) "

    Thanks

    0

Please sign in to leave a comment.

Powered by Zendesk