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Feedback/issues on day one of the feature being enabled



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Kyle Pinkley

Zendesk Luminary

Posted Feb 29, 2024

We did signup for the EAP and noticed that it was enabled on our instance this morning. Some feedback:

1) It was marking a lot of words as suggestions to have redacted. Such as first names (ex. Jeff, Cameron) first and last names, first names mispelled, agents first and last name, E-Mail address for our ZD instance, parts of a DNS zone (86 in 86400 for TTL and NS).

2) If you used the redact button an agent indicated it was all or nothing. I didn't confirm this but an agent said they were seeing this.

I ended up having to disable it as agents were overwhelmed with the suggestions it was giving.

Also after we disabled it, some agents reported not being able to paste in notes or the search bar text in a ticket that they copied.

Thanks!


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Jakub Konik

Zendesk Product Manager

Hi Kyle Pinkley thank you for your feedback. You said:

1) It was marking a lot of words as suggestions to have redacted. (...)

Would you prefer if this feature wasn't detecting things that you listed? Also, are there things that you would like it do detect? 

2) If you used the redact button an agent indicated it was all or nothing. I didn't confirm this but an agent said they were seeing this.

You can redact a single item by clicking on a highlight. If you click on the comment menu it will redact everything that's highlighted. Highlights can be removed by going to the redaction editor from the comment menu, and in the close future it will be possible to ignore specific highlights directly from the highlight dropdown.

some agents reported not being able to paste in notes or the search bar text in a ticket that they copied

This was a bug and has been fixed.

Based on what you've experienced so far what would have to happen to make this feature more useful for your agents?

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