Announced on Rollout starts Rollout ends
September 8, 2023 September 8, 2023 September 15, 2023

In side conversation child tickets, agents now have the ability to redact side conversations when viewing the side conversation drop down in the both the parent ticket and in the child ticket. 

This article includes these sections:

  • What is changing? 
  • What is not changing?
  • Why is Zendesk making this change? 
  • What do I need to do?

What is changing? 

In March 2023 we released ticket redaction for side conversations, but the option to redact only appeared when viewing the side conversations drop down in the parent ticket. When agents viewed the side conversation as a child ticket, there was not an option to redact the content.

This update adds the option to redact comments in child tickets that represent side conversations. Now agents can redact from both the side conversations drop down and the child ticket.

Before

After

What is not changing?

Important: Redaction is still not propagated through each instance of the side conversation, so agents need to redact in both places, the parent and the child ticket, if they want the information removed from both.

Redaction in parent ticket side conversations has not changed.

Why is Zendesk making this change? 

Since side conversation redaction initially launched, we’ve wanted to expand its use to keep sensitive information safe. We hope this fix makes it easer for you to manage your information. 

What do I need to do?

You don't need to do anything. This change will be rolled out automatically to your account. 




Powered by Zendesk