Redacting ticket content

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119 Comments

  • Jameela Bacchus(admin)

    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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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jameela
    You can redact messaging tickets, provided:

    • The messaging ticket was created after April 2022. 
    • The ticket has been submitted to Pending, On-hold, or Solved. Messages in an active messaging conversation or chat cannot be redacted. 
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  • Anja Henseler

    Is it possible to redact PART of a picture in a ticket?

    1
  • Hello Strac

    Strac (https://www.strac.io/integrations/zendesk) has an integration with Zendesk which can be configured to redact PART of a picture in a ticket or the ENTIRE picture in a ticket. Strac works with all kinds of document formats (.png, .jpeg, .pdf, .docx, and more)

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  • Avital Raysh

    This can seriously hurt our current processing. How can I turn off the ability to redact for certain roles or all agents who are not admins? 

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Avital
    As it says at the beginning of this article, only "admins and agents in custom roles with permission" can redact ticket content. Admins can redact. But, If you don't explicitly activate that permission for your agents via a custom role, agents can't redact. The setting is off by default. See Creating custom roles and assigning agents for details.

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  • Avital Raysh

    Lisa-Kelly I believe the above solution for this is only available for certain plans.

    Please provide a solution for the team plan. Thanks!

     

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Avital, 
    Just to clarify. Agents on plans lower than Enterprise, such as Team, should not be able to redact ticket content, unless they have permission to Delete tickets. Which is what you wanted, correct? On Enterprise plans, agents can redact and only if they are explicitly granted permission via a custom role.  

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  • Avital Raysh

    Lisa-Kelly As an admin under the TEAM plan, I was able to use the redact option on tickets when I tested the feature. There was no way for me to test this for agents who are not admins and did not know they will not be able to use this feature (which is great news). I will complete additional testing before we are forced to complete the update to the Agent Workspace, and message back in case we are still seeing an issue with the redact feature. Thank you!

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  • Avital Raysh

    Lisa-Kelly I just completed a test with a non-admin user, on our TEAM plan, and he was able to redact information in the tickets (after we were told agents should not be able to on a TEAM plan).

    Can you please create a support ticket for me and have a manager contact me on this. We need to get this resolved.

    We are not using Chat (we don't even have it installed) so the update to Agent Workspace is totally unnecessary. We are now in the processing of finding a work-around.

    At the very minimum, to avoid issues, I expect the role set up to become available on the TEAM plan before we are forced to change to Agent Workspace, so we can eliminate the possibility of any redaction of information, since there is no way to undo the action once a redaction is done.

    Thank you!

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Avital, 
    I'm confused. Are you using Agent Workspace or not? This article describes how to redact ticket content in the Zendesk Agent Workspace (also known as native ticket redaction). If you're not using Agent Workspace, then perhaps you are using the Ticket redaction app instead? Please contact Zendesk Customer Support to help you with your issue and figure out what's going on. 

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  • Avital Raysh

    Lisa-Kelly We are testing the Agent Workspace before we are forced to complete the update to Agent Workspace. We are not using any redaction app. I will contact support.

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  • Oliver Tietze

    "Zendesk recommends uninstalling this app if you’re using native ticket redaction in the Agent Workspace."

    We would follow the recommendation BUT there is a BUG in the 'native' redaction: Internal comments which result from a merge are excluded from redaction.


    https://support.zendesk.com/hc/en-us/community/posts/5472327798938

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  • Sounghyuck Choi

    Hi

    My customer is asking how the data is stored after the redaction.

    Could you please share little more information about it?

     

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Sounghyuck
    That type of information is outside the scope of this public-facing article. I recommend contacting the Product Management team. 

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  • Cheryl Johnson

    There is a spelling error in this article.  See screenshot for details:

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  • Colleen Hall
    Zendesk Documentation Team

    Hi Cheryl Johnson,

    Thank you for catching that! I've updated the article with the correct spelling.

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  • Erin Rowan

    So what are the options for redacting from Messaging tickets? Neither the native redaction tool (in Agent Workspace) nor the Ticket Redaction App work to redact in tickets funneled to our queue from Answer Bot.

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Erin Rowan,

    Redaction in messaging is possible, so long as the conversation has been inactive for longer than 10 minutes. The native ticket redaction doesn't work in an active messaging conversation. 

    In addition to this, credit card information is automatically redacted in messaging. This internal redaction feature can be controlled using the app setting maskCreditCardNumbers. For more information, see the SunCo API documentation.

     

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  • Hello Strac

    Hi Erin Rowan,

    Strac Zendesk Redactor automatically redacts sensitive data from Messaging Tickets. Would love to show you a demo if interested.

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  • Erin Rowan

    Arianne Batiles thanks for getting back to me. If a Messaging conversation turns into an Email conversation (in the same ticket), how should we approach redacting info in the Messaging conversation?

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  • Jake Warren

    Does anyone else run across tickets where images/attachments cannot be redacted? We have it a time or two a week, and we are met with a "Redaction failed. Wait a moment, then try again" error. Within browser dev tools (console), there's a PUT 400 error referencing https://COMPANYNAME.zendesk.com/api/v2/comment_redactions/15364929163799.json

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  • Joyce
    Zendesk Customer Care
    Hello Jake,
     
    I created a ticket for this query for us to investigate the cause of the 400 error you received when redacting an image/attachment from a ticket. We'll continue to assist via email.
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  • Nick Mercogliano

    Hi there! I have permission to delete tickets but I am still unable to redact information. Instead of seeing the 3 dots, I have a down arrow when hovering over the ticket. This allows me to forward, discuss on slack, or start a child ticket. I am an admin on Zendesk, how can I redact information on tickets?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Nick
    A couple comments: 

    • Make sure you have the Zendesk Agent Workspace activated. Native ticket redaction is available only in the Agent Workspace. 
    • Make sure the type of ticket you're working with is eligible for redaction. For example, you cannot redact a messaging ticket while the conversation is still active. See Ticket redaction limitations

    If the problem persists, contact Zendesk Customer Support so they can help you with your issue. 

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  • Christiane
    Zendesk Luminary

    Hi there, 

    I have another question that I couldn't find an answer to.

    With the app, it was easy to redact a text string on all comments in the ticket. Since the AW function only applies redaction to a single message, what is the easiest way to redact recurring data, e.g. if the customer and/or agent have sent the same text string back and forth in a long ticket, which should now be redacted? What is the process for this? 

    I wouldn't want the agent to work through every single comment and redact them all manually. 

    Many thanks in advance

    Christiane

     

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  • Hello Strac

    Hi @Christiane,
    At Strac, our automated Redaction solution will take care of your use-case. Check us out at https://strac.io

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  • Christine
    Zendesk Engineering
    Hi Christiane,
     
    There 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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  • Christiane
    Zendesk Luminary

    Thanks for the feedback! 

    Please see Text Redaction: Allow agents to redact one or all of the same text strings on the ticket

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  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hi Lisa Kelly, I just learned that an agent won't be able to redact any ticket content natively from chat if they don't have chat permission/access. 

    Apparently, it's not included on list mentioned above "Native ticket redaction works on".

    I think this is something we can include with the native redaction capability so long as under Roles permission they do have "Redact Ticket Content".

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