Redacting ticket content in the Zendesk Agent Workspace

Return to top

30 Comments

  • CJ Johnson

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

    0
  • Lisa Kelly

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

    0
  • Tommy Berg

    Hi @...
    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

    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

    @... 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

    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
  • @... Does this feature support SunCo channels in AW? 

    0
  • Lorenzo Testini

    @...

    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 Manager

    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

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

    0
  • Lorenzo Testini

    Hey @...

    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 Manager

    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 @..., 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 Manager

    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 @...

    0
  • Jamie Noell

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

    0
  • Brett Bowser
    Zendesk Community Manager

    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: privacy@...

    I hope this clears up any confusion!

    0
  • Erkin M.Yaşar

    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
  • Jamie Noell

    Is there any plan to add this native ticket redaction as a trigger condition?  We would like to tag these tickets with redacted content for follow-up.

    We have added this as a feature request - anyone else want to be able to report on tickets where data was redacted?

    1
  • Ted

    Does the file of a redacted attachment remain in the ZenDesk database, or is it purged?

    1
  • Ahn Letran

    Hey, Erkin!

    Upon checking on this, currently, there's no native way for us to limit agents not to download ticket attachments without redaction or deleting. Even limiting the attachments on closed tickets to admins or other custom roles. This might not be the best answer for this now, but our developers are constantly checking on room for improvements within Zendesk as a whole. We'll take this as a feedback from you. Appreciate this one!

    Should you have concerns about GDPR, Zendesk customers can obtain further product information with regard to GDPR compliance in our GDPR Product Guides. If you cannot locate an answer to your question in our documentation, then you can contact privacy@zendesk.com and we will try to respond to your question. Please note that this support may only be available in English.

    Thank you!

    0
  • Lynn Zhan

    On the "What's new in Zendesk: July 2021", in regards to redaction, " You can now redact content in social messaging tickets and native messaging tickets". I don't see that option available still?

    0
  • Lisa Kelly

    Hi Lynn
    That feature has been rolled out to all accounts that use the Zendesk Agent Workspace. Do you have the Agent Workspace enabled? If so, you should be able to redact content in social messaging and native messaging tickets. If you still don't see that feature, contact Zendesk Customer Support for help. 

    0
  • Christos Nitsas

    Hi everyone!

    We got a weird case where the "Redact" option in Zendesk Agent Workspace doesn't help... :-( The attachment we want to redact appears in the quoted text of an incoming email, i.e. in the part which is hidden inside "...".

    When we click the "Redact" option on that message, it only shows us the regular text of the message without the quoted text (and attachment), so we can't redact anything from there.

    Is there something we can do?

    0
  • Agent1 Standalone

    Hi Chris,

    That's indeed a weird one. I'm happy to investigate that further. Please expect an email about this shortly. 

     

    Regards,

    Adrian

     

    0
  • 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!

     

     

    0
  • 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.

    0

Please sign in to leave a comment.

Powered by Zendesk