|Announced on||Rollout on|
|February 23, 2023||March 08, 2023|
Zendesk is excited to announce that redaction is coming to side conversations. Much like redaction on ticket comments, side conversation redaction offers a similar experience.
This announcement includes the following topics:
What is changing?
Customers on both the standard agent interface and Agent Workspace can now redact content on email, child ticket, and Microsoft Teams side conversations. Similar to redacting ticket comments, you can redact side conversation content by opening the redaction editor and marking the text you want to redact.
Keep in mind that redaction takes place on the side conversation only. Once emails are sent, they can’t be redacted.
Why is Zendesk making this change?
Sometimes end users and collaborators put things into messages they really shouldn’t. Whether it’s accidentally pasting their password and hitting return, or typing out their social security number when you only asked for the last four digits, it happens. And when it does, you need to get that out of your Zendesk:
Oh no! Let’s take care of that:
With side conversation redaction, you can keep sensitive content out of your account.
What do I need to do?
You don’t need to do anything; redaction for side conversations will automatically appear in your account. If you'd like to learn more, see Redacting ticket content in side conversations.
Hi Toby, nice one. As it’s not mentioned in your article, is this related to slack side co’s as well? Thanks
Thank you so much for this! It was a missing gap for compliance and it's heartening to see it be addressed.
Any chance there's also an API for this so sidebar apps/workers can maybe handle more complex redactions automatically?
Can we confirm that this new capability is tied to the Redaction permission in the Agent workspace? Or is it restricted to a different permission in order for an Agent to redact within SC?
Toby Sterrett, this seems to be side_conversations_redaction.
Will the feature side_conversations_slack_edit suggest that we'll get an update in the Ticket's side conversation if a message in the Side-conversation's Slack thread is edited?
In context with Thomas D'Hoe and Thomas (internalnote.com)'s questions, would this upcoming side_conversations_slack_edit work Slack to Zendesk only, or would it be in both directions, having the Zendesk App in Slack editing Slack messages to actually fully redact them.
Apologies, but the rollout for this feature is now delayed. Please keep an eye on this announcement for updates!
Redaction for side conversations is now available! Please see the announcement above and the Redacting ticket content in side conversations article for more information.
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