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Support/Agent workspace: Allow redaction in internal comments generated by merge



Posted Mar 07, 2023

Feature Request Summary: 

Zendesk Support Agent Workspace should allow content redaction from any internal comments. Currently, only 'merge'-generated internal comments are excluded, the 3-dot menu is missing, even though internal comments generally could be redacted.

Description/Use Cases: 

We have many cases where a ticket merge pushes sensitive data into the 'merge' comment of the destination ticket. This can't always be avoided due to another annoyance (comment generation cannot be controlled properly).

The generated comment, for unknown reasons, is exempt from redaction. We need to use the 'Redaction' App (which we wanted to get rid of, following Zendesks recommendations for Agent Workspace). 

Business impact of limitation or missing feature:

Needing an outdated unsupported App to redact sensitive content. 


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8 comments

We have this exact issue. This is a major functionality gap in the redaction feature.

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I too would like Zendesk to enable this feature.

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We need this feature as well.

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it feels like a pretty big miss to me that this functionality was in the app that was replaced by the Agent Workspace update, and that update was forced on all users against their will, and the replacement app is missing the functionality. There is no reason this should be considered new functionality, it was already in the app and then it disappeared after an update. I'll upvote this, but we shouldn't have to ask for a feature we already had (and I checked the release notes and nothing in the agent workspace documentation says that this feature would go away).

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It seems to be working now. Did I missed an announcement?

Well after all it works.

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For us, redaction works in regular internal comments, but is not currently possible for the internal notes from merged tickets. Not as common, but still an important aspect that needs the tool.

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Hey Olli

I took a look at one of our tickets that were merged and I see that I am still unable to redact from the internal note posted as a result of the merge. I am able to redact from internal notes that agents post manually, but not the system-generated internal note for merges. 

That seems to be what Chris Wilbur is reporting above. Is that what you are seeing too?

Zendesk, this is very important to us! We need to be able to redact from system-generated merge notes or else our agents need to spent time requesting that we manually delete tickets that contain PII in merge notes. 

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Mary O'Neill

Zendesk Product Manager

Hi all,

Thank you for your feedback. I wanted to let you know that this feature request is on our roadmap, specific timelines around release are not yet finalized but please stay tuned for an update.
 

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