Redaction and attachment deletion for side conversations

3 Comments

  • Toby Sterrett
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    Hi Elizabeth Reynolds you're correct that there is no current way to edit messages within side conversations, though we have how it could work. One question I'd have for you here is who you'd want to be able to edit side conversation messages... would that be limited to admins only? Would it make sense to have as a permission in custom roles?

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  • Elizabeth Reynolds
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    At least for the workflow at my organization, it would make sense to role-limit this capability/have it only available to admins.

    However, if it was only possible to implement an "all or none" version of this functionality, then we'd rather have it available to all than none.

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  • Kay
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    Toby Sterrett

    Please make it very very granular compared with other deletion possibilities within Zendesk products.
    Redaction/deletion, it probably needs both. Right now the major issue is that redaction is limited, and deletion messes with statistics.

    Here's how we think this could set an example for future redaction/deletion inside Zendesk products.

    Redaction (so statistics stay in place) per comment

    1. Strip all events and replace entire message (including attachments) with: -- Redacted --
    2. Reference to author_id of comment is still there, and will only become -- Deleted user -- if the user is deleted
    3. Replace part of the message by redaction (with the black squares)
    4. Redact attachment on comment

    Deletion (so no record exists)

    5. Delete entire side conversation
    6. Delete a single comment (as if it never existed)

    Granularity level (available on all roles in support)

    1. All agents with permission to redact (NEW)
    2. All agents with permission to delete user
    3. All agents with permission to start a side conversation
    4. All agents with permission to start a side conversation
    5. All agents with permission to delete a ticket
    6. All agents with permission to delete a ticket

    API (wishes)
    Would be wonderful if the API allows 3rd parties to create retention schedules. So examples like this could work

    • Redact all comments older than 2 years
    • Redact all side conversation comments older than 2 years
    • Redact all attachments that contain a certain regex
    • Redact parts of comments that contain a certain regex
    • Delete all comments older than 30 days
    • Delete Side conversation

     

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