In some cases, our agents forget to redact attachments that may contain sensitive customer information from tickets after the interaction is complete and the ticket moves to Closed. We would love to see a feature that would allow us to automatically redact attachments on a ticket once it has moved from Solved to Closed.
In cases where an agent forgets to redact manually, this type of feature would serve as a fallback to ensure we are still taking necessary steps to protect sensitive customer information.
Alternatively, a feature that would remind agents assigned to a ticket that files are attached and a redaction may need to occur could be useful.
Thanks for your consideration!
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