Side Conversation Redaction Permission
CompletedFeature Request Summary:
Zendesk should combine the Side Conversation redaction ability (currently in DELETE TICKETS) within the existing REDACT TICKET permission.
Description/Use Cases:
Zendesk currently has a dedicated role permission within Agent workspace that allows an agent to redact content in a ticket without the ability to delete the ticket (which was the previous functionality). With the addition of redacting Side Conversations, it is indicated (in the comments) you require the DELETE TICKET permissions and not the redact functionality. This is not documented in the article. Nor does it make sense that Zendesk would introduce this redact permission and then not use it.
Business impact of limitation or missing feature:
We do not want our Agents to be able to delete tickets. This has caused issues for us in the past and grants them too much control over tickets. But they should be able to redact content when PII is present. Currently we have an escalation procedure that is funneled up to those that do have delete permissions. Which is inefficient and creates a backlog.
Other necessary information or resources:
Side Conversation redaction (yet to be updated)
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Official comment
Correct. This has been launched.
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This would be a major need for our group too. Thanks Sydney for posting bringing this up.
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Hey Sydney Neubauer and Kate - thanks for bringing this to our attention. We've picked this up and are working on it. I don't have a timeline to share but we'll be moving the ability to redact in side convos to the new 'redact' permission.
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Sydney Neubauer and Kate - quick update! This has been fixed (permission to redact side conversations) has been coupled with the redact permission and documentation has been updated.
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Alina Wright has this been resolved and launched and is ready for us to begin using?
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