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:
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, click 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
This section includes troubleshooting tips and common error messages for the Ticket Redaction app.
If you choose to restrict access to the Redaction app using both the Group and the Role definitions you will only allow users that meet both criteria access to Redaction App functions. If a user meets only one of the criteria but not both they will not be able to use the Redaction App.
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.
You see an error when attempting to redact a URL or text with other special characters
If you choose to redact a URL or text with other special characters and are experiencing an error, try breaking up the URL into smaller words or components by redacting it in parts around the special character. Alternatively, switch to Agent Workspace, which has an improved, native ticket redaction feature.