Redacting ticket content in the Zendesk Agent Workspace

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54 Comments

  • Larry Click

    Would really love it if redaction worked after a merge. 

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  • marcello ronza

    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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  • 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.

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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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  • 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? 

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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

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

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  • 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.

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  • Myron

    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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  • Sara Ledger

    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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  • 이지훈

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

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

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  • 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!
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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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  • 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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  • 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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  • Sorin Alupoaie

    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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  • Laurie

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

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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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  • 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.

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  • Nara S.
    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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