Ticket Redaction App Integration into Support Product

21 Commentaires

  • Dan Ross
    Community Moderator

    Daniel, you've nailed this summary!

    The redaction tooling really needs this kind of care and attention, especially given the arrival of GDPR. Having to delete tickets to remove a single string containing certain characters is like killing a fly with a sledgehammer. 

    I agree with everything you've said, in particular the need to have a UI based tool, redaction applying to logs and being redact on Closed tickets.

    Upvoted!

     

    9
  • Andrew J
    Community Moderator

    Agree - redaction currently is very hit and miss, multiple fails, bits that won't redact... we still end up using the 'nuclear solution' at times too, just because we have no option that works.  

    So, official adopting of this would be awesome.

    As always, options to hide from non-admin would be great.

    3
  • Michael H

    Absolutely agree with everything said by both the OP and posters above. There's simply nothing more that needs to be said (it's akin to the punch Foreman never gave Ali).

    2
  • Richard Giddens

    Hi,

    We really need this or a similar feature. 

    It ties in with HIPAA / GPDR and Australian health information regulations.

    In the business we sometimes need to supply gov. healthcare # identifiers to level 2 staff to fix issues or mismatches in backend systems

    These CANNOT be left in a ticket as if a customer requests FOI information for tickets then this would be a serious privacy breach.

    We need either the ability to redact strings (permanently) in a ticket ONCE its closed based on regex (like the CC redaction but custom),  or add a custom field to contain this information that is then removed when the ticket is closed. But the data needs to be available until the ticket is closed (or maybe resolved). 

    Our use case is slightly more complicated,  there may need to be multiple numbers to be redacted. It would have to be reliable and we would have to know the data was gone for good. 

     

     

    2
  • Monica

    I'd also add redaction ability from the subject line of tickets.

    1
  • Faust Belarmino

    YES - THIS NEEDS TO GET DONE ASAP!

    0
  • Nicole S.
    Zendesk Community Team

    Hi Faust and Monica, 

    Do you have any additional details or use-cases that you can add to the conversation to help product managers understand your needs better? 

    0
  • Paul Strong

    This functionality is so overdue.  Sorry to say will have to move away from Zendesk if it cant be added,

    Otehrwise compliance with GDPR in UK becomes a headache, securelty for our customers is a headache.

    Zendesk great for many things but this missing function is critical

    1
  • Monica

    Instances where someone put all of their message in the subject line, so there's the same potential to have sensitive information in the subject line.  The redaction app only works on the comments.  So a way to redact the data of a subject line if needed without having to re-create the ticket and losing the other data.

    0
  • Robert Krom

    Since the Ticket Redaction App seems to be going to be obsolete within 8 months (it's built on the V1 app framework) I highly recommend the product managers to focus on new functionality to let Zendesk clients comply with GDPR regulations.

    +1 for Daniel! 

    1
  • Nicole S.
    Zendesk Community Team

    Hi all -

    The Ticket Redaction App will be upgraded to v2. You can get information on everything going on around the app updates (why changes are occurring, which apps will be updated, etc.) in this article:

    v1 app removals, alternatives, and future plans

    All GDPR-related feedback should go to privacy@zendesk.com.

    0
  • Sean McAfee

    That's good news, Nicole - though I hope it is also improved for ease-of-use and increased functionality while it is being upgraded. 

    That said, I see Daniel mentioned the "sanctity" of closed tickets.  I see this said all the time (and it's not a bad concept), but there is one problem.  If we MUST delete them completely to "clean" them, then they aren't that sacred after all!  If the ability to redact and delete attachments from closed tickets could be accomplished with something like an un-modifiable tag, that would go a long way to ensuring the viability of past data by preserving as much history as possible while noting the alteration.  Thus diminishing the threat of lawsuits and who knows what else.

    2
  • Nicole S.
    Zendesk Community Team

    Hi Sean -

    I can't speak to the details of that app specifically, but in general everything that's being upgraded is being moved to the v2 framework which provides better security and more flexibility. If we're turning something from a labs app to an official app, that also means it should continue to receive updates and will be supported. Hopefully all of that results in better ease of use and expanded functionality over time.

    Totally hear you on the second point. But until the team determines if it's feasible to make certain aspects of closed tickets editable (such as adding/removing tags and attachments) it remains that closed tickets aren't editable and the only way to deal with data removal is complete deletion. Unfortunately the un-editability (that is definitely not a word) of closed tickets is baked in and not just a setting we can toggle off, so it's technically a huge lift with any number of related reliability and security concerns tangential to it. But, the teams are investigating what would be involved with the recognition of use cases such as the ones expressed here.

    0
  • Gasper Jubani

    Also adding my two cents. We need to send the same ticket to various departments prior it can be resolved (we usually change the requestor to avoid having multiple tickets) and we would need that responses from these various departments are not send to the original requestor. So an integrated redaction functionality where you can control what comments to submit as a final resolution is pure common sense to me. Why this is not on Zendesk? I do not know.

    0
  • Nicole S.
    Zendesk Community Team

    Hi all - 

    An update here: the Ticket Redaction app has been upgraded from a Zendesk Labs app into an officially supported Zendesk App, and it currently remains free to install. 

    1
  • Dan Ross
    Community Moderator

    Hey Nicole,

     

    Thanks for the update! Does this mean that the issues with the redaction endpoint have been fixed? We were unable to redact things with apostrophe's or special characters. The Github repo for the old Labs app indicated it was a bug with the endpoint itself.

    Is that still the case?

    0
  • Gasper Jubani

    The delete feature needs to be within (integrated) the Conversations workspace. Same as you changed the Cc to be like in Outlook, you also need to add this into the Conversation workspace as if it was Outlook where you can delete or correct prior messages.

    0
  • Gasper Jubani

    Here you go Dan, not working still.

     

    0
  • Nicole S.
    Zendesk Community Team

    @Dan - I've raised this with the devs and will let you know what I hear back. 

    @Gasper - product is aware of the desire for this functionality to be integrated into the workspace, however the fact that it has just been rebuilt as an official app indicates that they are not planning to make that change in the near future. 

    0
  • McCabe Tonna
    Community Moderator

    I like this. Currently I just use the curl command and have agents send me the string to be removed. 

    0
  • Fallon Albrecht

    We are using the redaction app because we need to be GDPR regulation.

    Today I found out that when you received a ticket that is sent via email to Zendesk the attachments are showing in the ticket "redacted" but when you open the "view original email" and you download the source, the attachments are still showing in the source. 

    So basically the app is "lying" as the attachment is indeed redacted in the ticket, but still shows in the source. 

    With the app, we are not fulfilling the GDPR regulations as we receive copies of ID's and we think it's gone, but in fact, it's still there.

    Is there any way you can upgrade this app, as we but I think a lot of your customers need to follow the GDPR regulations? 

     

     

    0

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