Kyle Handley

If Zendesk would share the query they run internally to get that information to surface to the Agent interface perhaps we could run an API query for just suspended users. I'm not finding anything in the documentation that shows it as a searchable attribute.

api/v2/users/search.json?query=suspended:true

api/v2/search.json?query=type:user%20suspended:true

api/v2/search.json?query=suspended:true -- gave me a keyword 

I've opened a ticket about this.

@Andrew/Graeme,

The ticket redaction app is something we already have and use, I did let this particular team know about it.

Thanks for all the feedback. I think we'll let this one simmer for now.

Can you tell me more / link to more about the unique trigger to notify the manager?

We are the agents. Our clients are end users. (Manager = end user, another member of our client's team)

Enterprise

Notifications are not the risk here specifically. If an end user logs in to Zendesk and looks at "tickets I am CC'd on" they can see the full ticket chain regardless of when/if they were notified. End users can add themselves back to a ticket an agent has removed them from (agent does a security check before adding sensitive data).

The # of cases where this happens and has been reported to me seems small. If there were an issue among individuals in our clients organization, the impact could be quite large 

@Andrew. I am looking for a an option to lock CC's on a specific ticket.

- Use case, Ticket begins with a request for data manager is CC'd. The CC for the manager is removed before the sensitive data (password to access data bank) is added to the ticket. If the manager replies to their original email, they are added back as CC and can see the password, as well as all correspondence. 

I see suspending the manger's account is an option. However, if the manager were to forward the original ticket to a separate email and reply, the new email is added as CC and can see the password.

Restricting CC to agents only globally is not presently and option for us.

Is there a way to prevent additional CC on a specific ticket (don't want to restrict CC to agents only)