Redacting ticket content

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119 Comments

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jahn
    The chat requirement is already in the article. I added it yesterday. See the 2nd bullet under the "Additional limitations include" section:

    • You must have a chat role to redact ticket content in chat conversations.
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  • Harper Dane
    Zendesk Luminary

    Like other commenters mentioned, we also really need to be able to give agents permission to redact content without also allowing them to delete tickets.

    These need to be 2 separate permissions with their own toggles.

    2
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Harper
    For Enterprise plans, the redact and delete permissions are separate, but not for other plans. See below. For product enhancements, we encourage you to post your request on the Zendesk Community site. See Feedback - Ticketing System (Support)

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  • Stephen

    Hi,

    Are there plans to build out redaction on Ticket Fields?

    For example, if you have Text field / Number field, Regex field, Text box or Date field, a customer or Agent could potentially include sensitive data in one of these fields.

     

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  • Veena Priya

    Hi Team,,  Is there any way to automatically encrypt the customer email ID and  SSN from every ticket?

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  • Camilo

    As we shift more and more of our interactions to Messaging we will need to redact more content is there a plan or a workaround available to redact content that is added by the system (Answer Bot) during a messaging conversation. At this time we are being forced to delete the tickets all together to redact this content. 

    6
  • Anunay Sinha
    Zendesk Product Manager

    Stephen Per current plans, redaction will be limited to ticket comments. For ticket fields, would clearing the field value and saving the ticket not work for you?

    Veena Priya To confirm, did you mean "encrypt" or "redact"? In Q1 2024, we are going to launch an advanced redaction feature, which would leverage AI/ ML to highlight the PII in ticket comments, allowing the agents to easily redact one or all of them at their discretion. In the first launch, email ID will be covered but not SSN. We are exploring the use case of "automatic redaction" and would be happy to get additional details about your requirement.

    Camilo Currently, we haven't planned to enhance the coverage of redaction. We'll have this logged in our backlog for future prioritization.

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  • Stephen

    Hi Anunay, I appreciate the feedback on this.

    Yes, just clearing fields and saving the ticket works, but my concern is once tickets are closed / archived tickets. Having no way to update the content of text boxes could cause issues in the future.

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  • Anunay Sinha
    Zendesk Product Manager

    Hi Stephen, Please note that the ability to edit closed tickets will be available in upcoming quarters as well. It would be a phased roll-out, meaning not all fields within a closed ticket would be available for edits immediately. We are also currently exploring the feature of "automatically redacting sensitive content upon closing the ticket", which would avoid this issue for existing open tickets.

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  • Jimmy Rufo
    Zendesk Luminary

    Hi Lisa-Kelly, All,

    I tried reading through the comments, but we will be likely moving to agent workspace in the next year, and are considering a solution to delete/redact tickets of a certain age for security purposes.  Is there an article / workflow that describes how one would use the API to bulk redact ticket content based on a certain age?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jimmy,
    For deletion, Zendesk now supports the ability to set ticket deletion schedules via the user interface. See below. 

    Create ticket deletion schedules (beta) or buy the Advanced Data Privacy and Protection add-on which includes Advanced Data Retention policies. 

    With ticket deletion schedules, which is a bundled feature, you can have only one time-based ticket deletion schedule active at a time. With the add-on, you can have multiple active schedules and also segment by brand.

    For information about using the API to bulk redact ticket content, I'm adding Samir Shah to this thread to see if he has any information about this. 

    1
  • Jimmy Rufo
    Zendesk Luminary

    Thanks Lisa-Kelly.  I've signed up for the Beta and looks like a great feature.

    0
  • Kris
    Zendesk Luminary

    We are unable to redact content in followups to closed tickets (Channel is Closed Ticket). The ticket itself is not closed, but the ticket it originated from is. I didn't see it on the list of exceptions. Is this expected? 

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  • Sydney Neubauer
    Zendesk Luminary

    We are seeing the same thing regarding being unable to redact follow up tickets

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Kris and Sydney.

    I've created support tickets in your behalf in order to discuss this further. Please check your email for my message.

    Thank you.

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  • Dana B

    Hi

    Although Zendesk complies with privacy, I agree with Chris Wooten. I would like my agents to be able to redact, however, to be able to delete tickets...  No way! Redacting is the protection of all parties involved and has nothing to do with the ability to delete a ticket. 

    Is this roadmapped?

    Thanks!

    Dana

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Dana
    On Enterprise plans, you can create custom agent roles that separate Redaction permission from Deletion permission. See this comment earlier in the article.

    If you're looking for that feature in other plan types, I'm not aware of anything on the roadmap for this. I recommend posting your request on our product feedback forum for our Support ticketing system where we collect product feedback and where our PM’s review feedback from our customers. Here is our product feedback template to get you started. Thank you!

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  • Dana B

    Hi Lisa

    Although I appreciate that it is available to Enterprise, the cost of Enterprise outweighs the benefits for our medium-sized support team. 

    I will add it to the product feedback forum. 

    Thanks!

    Dana

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  • Lex

    Hi Anunay Sinha, clearing the field value and saving the ticket isn't the same as redacting. If the original field value contains sensitive data, it'll still be visible within the ticket's Events. Are there plans to be able to redact ticket field data from Events?

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  • Anunay Sinha
    Zendesk Product Manager

    Hi Lex Redacting ticket field data from Events hasn't been roadmapped yet. But, we'll add it to our backlog for future prioritization.

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  • Peter Hochstrasser

    Hey Zendesk

    This new redaction "tool" has to be a very bad joke... It basically makes the user execute manually, step by step, what the old redaction app did automatically.

    I just found that I have forgotten to remove an e-mail address from a log snippet.
    The address is visible multiple times.

    In the old app, I'd type in the address, and it would search and redact everything, so it's GONE EVERYWHERE in the ticket after I click redact.

    Now, I have to select manually each and every occurrence of the problematic text.
    I think that I'm not the only admin who has better things to do than play search and replace using bad tools.

    0
  • RomIT

    Hi Anunay Sinha, you have posted last November that Zendesk will release an advance feature to highlight PII in the ticket so agents can easily bulk redact. Is this still happening this first quarter of 2024? And do you have an ETA? We're waiting for this feature! Thank you!

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  • Anunay Sinha
    Zendesk Product Manager

    Hi Peter Hochstrasser

    We understand your concern and would like to assure you that the bulk redaction (within a ticket as well as across the tickets) will be added as enhancements to the Advanced Redaction functionality in the upcoming quarters.

    Hi RomIT

    The EAP of the Redaction Suggestions feature is planned for launch in Q1 24, with a fast follow GA planned for early Q2.

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  • Peter Hochstrasser

    Hi Anunay Sinha

    You take away functionality, and offer some bad replacement.
    Then you let us steam for some time so we can see the replacement is really as bad as it first seemed.
    Finally, you add the functionality back for an additional fee.

    Nice practice. 

    Which functionality will be next?

    I assume that this is all related to Customer Care...

    0
  • Hannah Lucid

    Hi! I may have missed this in the comments and or article itself, but once a redaction has happened, is there a way to unredact that information? I am asking explicitly because I don't want people to be able to do this or would want this to be permissible. 

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  • Kolten Kittleson
    Zendesk Product Manager

    Hello Hannah Lucid

    We do actually mention that topic in this article! Ticket redaction cannot be reversed and is removed, so we urge some caution when marking content for redaction. 

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  • Hannah Lucid

    Kolten Kittleson thank you so much for letting me know!! Would you also know if there is any potential/update on separating the permission to redact from ticket deletion?

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  • Kolten Kittleson
    Zendesk Product Manager

    Hey Hannah Lucid

    I do know the team recently launched new granular permissions for deleting and redacting tickets with custom roles, however I do not know if they have plans to expand the scope (I just happened to see your question around reversing redaction and since I knew the answer, I wanted to chime in quick). I can circle back with you on that after I check with the team who manages that area!

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  • Hannah Lucid

    Kolten Kittleson thank you so much~

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