|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.