Support/Agent workspace: Allow redaction in internal comments generated by merge
Feature Request Summary:
Zendesk Support Agent Workspace should allow content redaction from any internal comments. Currently, only 'merge'-generated internal comments are excluded, the 3-dot menu is missing, even though internal comments generally could be redacted.
We have many cases where a ticket merge pushes sensitive data into the 'merge' comment of the destination ticket. This can't always be avoided due to another annoyance (comment generation cannot be controlled properly).
The generated comment, for unknown reasons, is exempt from redaction. We need to use the 'Redaction' App (which we wanted to get rid of, following Zendesks recommendations for Agent Workspace).
Business impact of limitation or missing feature:
Needing an outdated unsupported App to redact sensitive content.
We have this exact issue. This is a major functionality gap in the redaction feature.
Iniciar sesión para dejar un comentario.