Redacting ticket content in the Zendesk Agent Workspace

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60 Comments

  • 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.

    12
  • 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.

    2
  • 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?

    2
  • Jake Warren

    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.

    1
  • Bobby Koch

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

    1
  • 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
  • Ted

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

    1
  • Jamie Noell

    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.

    1
  • 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
  • Zachary Hanes

    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? 

    1
  • Joey

    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.

    1
  • 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!
    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Laurie, this article will be updated as soon as we can confirm a relaunch date.
    0
  • 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. 


    0
  • Grant Schuemann

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

    0
  • Larry Click

    Would really love it if redaction worked after a merge. 

    0
  • Joey

    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.

    0
  • 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!
    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
  • Lisa Kelly
    Zendesk Documentation Team

    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
  • 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!

    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
  • CJ

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

    0
  • Eski Admin Hesabı

    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
  • 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
  • Lisa Kelly
    Zendesk Documentation Team

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

    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
  • Slava Skorbezh

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

    0
  • Grant Schuemann

    Great, thank you for the update Lisa!

    0
  • Reshma Patel

    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??

    0

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