Redacting ticket content

Return to top

77 Comments

  • Jameela Bacchus

    Hello,

    Is it possible to receive a notification when it is possible once again to redact on messaging tickets please?

    Thank you.

    0
  • 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. 
    1
  • 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)

    1
  • 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? 

    1
  • 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.

    0
  • 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!

     

     

    1
  • 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.  

    0
  • 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!

    0
  • 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!

    1
  • 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. 

    0
  • 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.

    0
  • 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

    0
  • Sounghyuck Choi

    Hi

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

    Could you please share little more information about it?

     

    0
  • 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. 

    1
  • Cheryl Johnson

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

    0
  • Colleen Hall
    Zendesk Documentation Team

    Hi Cheryl Johnson,

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

    1

Please sign in to leave a comment.

Powered by Zendesk