I would love to see the Ticket Redaction app be elevated up from being a Zendesk Labs app into a fully functional part of the standard Zendesk experience. Today, the options to redact and delete data are not that great and fall apart quickly in many use cases.
There is currently a function to allow for the automatic redaction of Credit Card numbers which is awesome and well appreciated, but sometimes a credit card can still slip by or worse, the customer sends us tons of identifying information in the forms of actual photos of documents we do not need, or want. Currently the only way to rid of these is to use an unsupported app, use the very limited redaction API (which is what the app is limited by), or to delete the entire ticket.
Why not Zendesk Labs?
We have very strict security guidelines on how we install applications and services that interact with our customer data. Even though the app is open sourced on Github, we still have the "unsupported" nomenclature that has blocked us from using the app from the marketplace. The Github code is still app framework v1 which means we'd have to rewrite the app from scratch if we wanted to use it since v1 was deprecated.
Why not the Redaction API?
Most of our agents aren't technical users. They are excellent at the roles they were hired for, but using the API is a high ask for these team members. We also limit their ability to delete, as there is a data retention ask on our side as well. Ideally we don't want to delete unless we have to in order to maintain security and compliance standards. The API requires delete permissions in order to use this option, even if it's bundled into an app. The redaction API also doesn't appear to redact information from the original email received by an end user which hides the information from the end users, but agents still have access to this information. The API is also limited to just comment text and attachments. Images and special characters seem to cause tons of issues to those that have reported bugs to the Github page for the app. The common answer back is that it's not an app problem, but an endpoint problem.
Why not delete?
This is actually the solution we use today, but it's a nuclear option when you consider all of the data in a ticket that is lost on a deletion. Many of our tickets have longer conversations attached to them and a soon as we get sensitive information we have to delete that interaction and all of it's history. We can copy it to another ticket to keep the important parts, but it's not really the same as we use apps like Time Tracking where we lose agent productivity data and we lose a piece of history with our customer. There are apps out there that can clone a ticket, but this doesn't feel like the right solution when only 10% of my ticket needs to disappear.
Add the ability to do the following:
- Redact text and images from a comment. Ideally I should be able to highlight the content and have an option displayed somewhere (editor app?) that allows me to redact selected.
- Redact attachments (inline and block). I should be able to redact any attachment, including inline attachments like images.
- Redact comment. I should be able to redact an entire comment. I envision this being similar to the "make internal note" option on a comment today. I'd be okay if it just black barred all text and changed attachments to redacted.txt files. But it should be easy for me to get rid of a comment wholesale.
- Apply redaction to original emails and logs. Redaction should completely remove all references of the content being asked to remove.
Power User Changes
I don't expect these to happen, but if I had to add wish list items here are a few:
- Allow me to set my own regular expression matches to redact with macros/triggers/automations
- Redaction on closed tickets. I know that closed tickets are sacred and it's well known that they cannot be modified. I think redaction is one of those areas that should supersede this. Mostly because the only option is to delete a ticket once closed resulting in more lost data.
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