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No ability to redact from "Merged" notes, SMS, etc, and external app being discontinued
Posted Jul 16, 2023
We still rely on the external redaction app b/c it covers things that Agent workspace will not, such as "Ticket X has been merged into this ticket"
Its not perfect b/c it won't do closed tickets, but agent workspace won't allow you to do it even if the ticket is brand new. This means if an agents merges a ticket with a PII attachment before redacting - I as an admin have to basically delete the merged ticket, which I can't do for legal reasons.
Up until now I've been using the external app, but its really important Zendesk resolve this before the deprecate the app - and I know its already out of the app store.
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4 comments
TylerE Comfort
I'll also add the external app allows for redacting from:
- SMS tickets
- Social tickets
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Michelle Sterzovsky
We need Zendesk's native tool to support all types of tickets before deprecating the app. What are we supposed to do with SMS containing PII, for example?
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Permanently deleted user
Anyone found any workarounds for redacting PII from SMS messages?
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Mary O'Neill
Hi all,
Thank you for raising these feature requests. Merged ticket redaction, SMS and social channel redaction are on our roadmap with no precise ETA just yet. We will update this post when the features have been selected for development and a more accurate timeline is available.
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