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Redacting ticket content



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Lisa Kelly

Zendesk Documentation Team

Edited Jan 13, 2025


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120 comments

Would really love it if redaction worked after a merge. 

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Hello,

I have a problem with redacting text. After selecting the text to redact, an error message comes out (see below) . the message is written in italian, but the meaning is about "redacting doesn't work, wait for few munutes and retry" but it does'nt work anyway.

can you help me , please?

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I raised a ticket for this same issue at least a week ago and am awaiting a response from Zendesk Advocacy.  I did another test yesterday, and I was able to redact text from an end user comment but not an agent comment on a ticket.

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Cheeny Aban

Zendesk Customer Care

Hi Jamie, 

I can see that one of our colleagues is already helping you regarding this incident. Rest assured that we'll do our best to help you with your concern!

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Holly

Zendesk Customer Care

Hi James, could you please confirm agent have permission to delete tickets? Without this permission, agents won't be able to make redactions. Thanks!

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When we redact text from a completed chat, we've noticed that it's still present in the transcript if you access it in the Zendesk Chat interface. Is that intended behavior? If we really want to redact from chats, do we need to do it in both interfaces? 

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Jason Schaeffer

Zendesk Customer Care

Hi Zach, 
 
It is possible to redact Credit Card information in both the Ticket and Chat history, but I am afraid it is limited to that at this time. The other information is able to be redacted from the Ticket, but it would be retained within the Transcript of the Chat History. The only other option would be the ability to delete the cha from the history, or specific attachments from the Chat. 


To enable the Credit Card Piece please refer to the below article.
 
Hiding-credit-card-numbers-in-chats-and-chat-history

To delte Chat Histories and Attachments: 

Permanently-deleting-chats-and-attachments
 
Thanks!
 




 

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Bobby Koch

Zendesk Luminary

Allowing agents to delete tickets should be a separate permission. This is very disappointing.

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It looks like you can not redact the merged message "Request X was closed and merged into this request" If that message has info or attachments that needs redaction, it can not be done.

The three dots "additional actions" menu does not show up for this merged message.

Thus the redaction app is still needed.

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With ticket redaction, how do you redact the recorded call?

 

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Lisa Kelly

Zendesk Documentation Team

Hi Myron
Click the trash can icon next to the recording, then confirm the deletion. This feature was available even before ticket redaction. 


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Created a new Feedback item for the request in multiple comments to separate the redaction and delete ticket permissions: https://support.zendesk.com/hc/en-us/community/posts/4574626017050-Separate-Permissions-for-Deleting-and-Redacting-Tickets

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Evelyne

Zendesk Customer Care

Hello Kai! Thanks for reaching out and participating in this discussion! To answer your question, in the Agent Workspace, any admin can redact content. Agents, however, must have the permission to delete tickets in order to be able to redact content. I hope this helps!

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Kolten Kittleson

Zendesk Product Manager

Hey folks!

Thank you for all this great feedback on redacting subject lines and content within the conversations. 

We will make sure the team reviews this, and any updates get put here!

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I've just tried redacting the attachment of a closed ticket using this API endpoint but got an error back:  "Cannot redact an attachment on a closed or archived ticket"

I thought redacting closed tickets is possible now once you enable Agent Workspace?

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Dane

Zendesk Engineering

Hi Sorin,
 
The API endpoint you are using is limited to tickets with status less than closed. If you want to redact details on a Closed ticket you'll need to access it directly on the Support UI.
 

 
 

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Are you guys planning to align the API with the UI functionality and allow the redacting on closed tickets using that (or another) endpoint?

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Hi, is there a date when ticket redaction in the Agent Workspace be relaunched in messaging and Sunshine conversation tickets and can we have an option in the meantime?

We are not being compliant to internal privacy regulations due to the lack of ability to remove PII.

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Hi Laurie, this article will be updated as soon as we can confirm a relaunch date.

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I would love it for some of my agents or team leads to be able to redact ticket info, however they should not have the ability to delete a ticket. Is there a way we can have redaction permissions not tied to ticket deletion??

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Gabriel

Zendesk Customer Care

Hello Reshma,

I hope all is well. Unfortunately, the ability to redact for agents is only possible by enabling agents to delete a ticket

Thanks!

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Is there a way to remove the "View Original Email" option in Zendesk? Redacting text only to allow agents to view the redacted content in the original email from the ticket is concerning and goes against the primary intent behind this redaction tool I would think.

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Nara

Zendesk Customer Care

Hi Jake - at this time, redacting information in Zendesk is local only to the ticket having action taken on it/Support; the redact feature does not extend to redacting information within the original email itself. That said, I can appreciate how this might be useful, and if this sort of feature is something you'd like to see eventually, I would encourage you to make a post in the feedback forum here, as posts with high upvotes ultimately are seen by our product dev teams for potential future work.

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Sydney Neubauer

Zendesk Luminary

I agree with Jake Warren as the purpose of redaction is to remove details that no one should have access to - and it should not even be in the original. Imagine Credit card info being viewable/accessible within the original email

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Still no changes to the permissions, we can't have agents deleting tickets but we also don't want to have admins deal with every request to redact tickets.

Add the many, many times that I'm not able to redact due to an error, the redaction app is still superior. Which blows my mind.

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For those who are looking a way to automatically redacting sensitive data from Zendesk tickets, please checkout Strac

Strac automatically detects and redacts sensitive information like SSN, Drivers License, Passport, Identity Documents, Bank Numbers, Credit Cards, and any thing sensitive across zendesk comments. It also works with images, screenshots and any attachments, You can check out here: https://www.strac.io/integrations/zendesk for more details.

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Are there any updates regarding being able to redact information/attachments from side conversations?  

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Lisa Kelly

Zendesk Documentation Team

Hi Grant, 
Redaction in side conversations is under development, but there isn't an official release date, yet. 

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Great, thank you for the update Lisa!

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Hello,

Is it possible to receive a notification when it is possible once again to redact on messaging tickets please?

Thank you.

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