Separate Permissions for Deleting and Redacting Tickets



  • Official comment
    Alina Wright
    Zendesk Product Manager

    Hi everyone, this functionality has been launched and announced here.

    Now admins can specify whether agents can only redact ticket content, only delete tickets and mark them as spam, or both.

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    That would be nice. Speaking more globally, it would be great to have all kinds of granularity in permissions, not just those you mentioned. I'm sure we'll get there eventually, but who knows when.

  • Alina Wright
    Zendesk Product Manager

    Hi both, thanks for taking the time to request this feature granularity. We hear you and we're working on breaking down the permissions found on the roles page into enterprise level options.

    We'll be picking up the separation between ticket delete / redact / suspend late this year. That means we'll likely be able to deliver this functionality sometime in early 2023. Thanks again for your continued feedback, we're working on it!

  • 이지훈(Lee jihoon)

    I want this feature, too.

  • Kai B
    Zendesk Luminary

    +1 to this feature

  • Tyler Comfort


  • Hello Strac

    Hi Sara Ledger, Lou and Zendesk Community,
    We at Strac exactly solves the problem mentioned above, i.e. "ability to redact sensitive content immediately from tickets which could cause security issues such as Passwords, API Keys, Credit Card Information, etc. without having to wait for a higher level of agent or admin to have the time to remove the sensitive information."

    Strac automatically detects and redacts sensitive information depending on the configured roles and permissions. You can check us out here: 

    Please let me know if I can answer any questions.


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