Installing and using the Ticket Redaction app

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15 Comments

  • Carsten Proventic
    Zendesk Customer Care

    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 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 Manager

    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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  • Virginia Goggins

    The app settings have checkboxes for permission by role and permission by group.  Are these inclusive or exclusive?  For instance, if I grant permission for role SpecialAgent and group X, who can use the app 1) People who have role SpecialAgent AND belong to group X, or 2) people who have role SpecialAgent OR belong to group X?

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  • Jason Schaeffer
    Zendesk Customer Care

    Hi Virginia,

    Thanks for reaching out! In the scenario you laid out it would be option 1. They would need to be part of that group and have that role in order to access the app. Also keep in mind this is not superseded by Admin or Owner privileges in support so if you setup permissions within the app they will be absolute.

    Thanks!

    Jason Schaeffer | Customer Advocate |

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  • Kostas Bariotis

    In lots of cases, the app says "Text does not occur in ticket" even when the text is right there. We've tried it on lots of different tickets and texts. Can this be fixed, please? Thanks

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  • Michael Froeming
    Zendesk Customer Care

    Hi Kostas,

    My name is Michael with Zendesk support.

    It appears that you already have a support ticket with us, where we'll communicate with you to troubleshoot this issue you're experiencing with the app.

    Michael Froeming | Senior Customer Advocacy Specialist

    NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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  • Bryce Petrick

    Is there a way to use the ticket redaction tool with a Macro? example: have a Macro set up change contact reason, product used, and redact ALL attachments (regardless of name/file type, etc)?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Bryce, unfortunately I don't see a way to do that. If "contact reason" and "product used" are dropdown fields, you could use a macro to set those and then perhaps add an internal note to the ticket to remind agents to use the redaction app to redact all attachments?

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  • Dan Ross
    Community Moderator

    Hey Bryce,

    Disclaimer: this is not pretty, or supported by Zendesk.

    You may be able to achieve this by having a macro add a tag or other use change the ticket to a state that means you want to redact all macros. Let's say you add a tag 'redact'

    Have a trigger watch for a ticket updated and contains redact tag, the send a notify target to a zapier webhookwith the ticket id or similar platform. From there, you might be able to identify attachments and then get the filename and make a call out to the api endpoint for redactions.

    Some code might be required and you'd probably want to do a lot of testing but I think it could work in theory.

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  • Bryce Petrick

    @... appreciate the insight, however it's not a "reminder to redact" type situation, but rather the sheer volume of some of the stuff we get sent to us that needs redacting... Even still, the attachment redaction is only half of it, there is still data in the ticket itself that needs to be redacted manually, I was just trying to figure out a way to minimize what portion of the redaction would need to be done manually. Appreciate it though

     

    @... Not gonna lie, you lost me at "flux capacitor" lol... I have 0 coding/programming experience, and on top of that, in my current role, I'm just an agent in zendesk, not an actual zendesk admin, so even if I was a programmer, I wouldn't have the rights/means to test/manage any of that. I was hoping for a "yeah, just a matter of calling that API via the macro" or something along those lines so I could serve it up on a silver platter to our zendesk administration team. Appreciate all the info though!

     

    Bryce

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  • Anil Ganti

    Hello,

    Is there a way to redact attachments of a Zendesk ticket by leveraging liquid scripting in a trigger? We have large number of attachments which should be redacted before the ticket status moves to "Closed" state.

     

    We are aware that manual redaction the content/attachments from tickets is possible using Zendesk redaction app. However, because of the volume of the attachments that are to be redacted, we are looking for an automated redaction process which can be either by using triggers, macros, other scripting techniques. Any information or a direction to solve this issue is much appreciated. 

     

    Thanks!

     

     

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  • Dave Dyson
    Zendesk Community Manager

    Hi Anil.

    There's isn't currently a way to do this – for visibility, I'd recommend creating a post in our Feedback on Support topic, using our template to structure your feedback. That will allow others to upvote and add their own use cases.

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