Redacting ticket content in the Zendesk Agent Workspace

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  • Larry Click

    Would really love it if redaction worked after a merge. 

  • marcello ronza


    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?

  • 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.

  • 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!
  • 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!
  • 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? 

  • 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.

    To delte Chat Histories and Attachments: 


  • Bobby K

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

  • 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.

  • Myron

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


  • 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. 

  • Sara Ledger

    Created a new Feedback item for the request in multiple comments to separate the redaction and delete ticket permissions:

  • jihoon lee

    I wish this feature would redact the 'ticket subject' too.

    Some of our customers also enter personal information in the subject line.

  • Evelyne
    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!
  • 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!

  • Sorin Alupoaie

    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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