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Redacting content in archived live chat channels



Posted Feb 11, 2025

Based on my understanding of the Zendesk documentation on redacting ticket content, it is not possible to redact archived live chat channels. Additionally, it appears that the API does not allow un-archiving a ticket.

 

For privacy reasons, we need to redact certain content (attachments) from past conversations. Given these constraints, the only viable option to meet this requirement seems to be permanently deleting the ticket. Or am I overlooking an alternative solution when using the API?


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Greg Katechis

Zendesk Developer Advocacy

Hi Daniel,

 

You are correct that in this situation, you would need to permanently delete the entire ticket. The API is definitely an option, there are also third-party apps that can help if you prefer that method. Take a look at this article for more info and let us know if you have any other questions.

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OK, thanks for your repoly and to verify my understanding

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