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Redaction in Messaging/Answerbot
Posted Dec 08, 2022
After having a conversation with Isaiah, in messages, we decided I will create a post here.
I wanted to explore the redaction process in Messaging and believe there is protentional and responsibility of Zendesk to allow a option to redact sensitive information at any point of a conversation.
Example. A customer might come onto your Answerbot and talk to it like a human being, asking for their orders payment details to be updated and they write their card details...
or even during a conversation with an agent, once connected to Messaging.
There is no option to redact this information during a live chat. After exploring this further, for messaging it looks like you can redact the information once the status is changed (pending/hold/solved etc), but the information remains on the ticket itself, despite the events suggesting it has been redacted.(to state the obvious these card details are made up)
It would be ideal at the moment the customer sends these details, and we discover them, live or not, there is the ability to redact them, no longer being visible on the ticket, and we can reply to the customer to tell them not to do that again! :-)
It should not be limited to status changes, solved tickets or inactive conversations with the customers data being secure.
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2 comments
Mary O'Neill
Hi Aaran,
Thank you for taking the time to provide us with your feedback here. This is a great feature request and has been added to our backlog for consideration. We are going to leave this post open for comment to allow others to provide their feedback and similar use cases.
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Ashley M
This is 100% needed.
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