Separate Permissions for Deleting and Redacting Tickets
完了Feature Request Summary:
The Permissions for deleting tickets and redacting content on tickets should be separated into two different permissions.
Description/Use Cases:
We need to allow our agents to have the ability to redact sensitive content immediately from tickets which could cause security issues such as Passwords, API Keys, Credit Card Information, etc. without having to wait for a higher level of agent or admin to have the time to remove the sensitive information.
These same frontline agents should not be able to delete tickets since that cannot be tracked and reported on like redacting content can.
Business impact of limitation or missing feature:
This is a necessary need for us so sensitive information can be redacted as soon as possible versus waiting for a higher authority to have time to redact the information.
Other necessary information or resources:
This has been requested multiple times in the comments of this post: https://support.zendesk.com/hc/en-us/articles/4408846470170-Redacting-ticket-content-in-the-Zendesk-Agent-Workspace
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正式なコメント
Hi everyone, this functionality has been launched and announced here.
Now admins can specify whether agents can only redact ticket content, only delete tickets and mark them as spam, or both. -
That would be nice. Speaking more globally, it would be great to have all kinds of granularity in permissions, not just those you mentioned. I'm sure we'll get there eventually, but who knows when.
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Hi both, thanks for taking the time to request this feature granularity. We hear you and we're working on breaking down the permissions found on the roles page into enterprise level options.
We'll be picking up the separation between ticket delete / redact / suspend late this year. That means we'll likely be able to deliver this functionality sometime in early 2023. Thanks again for your continued feedback, we're working on it!
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I want this feature, too.
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+1 to this feature
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+1
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Hi Sara Ledger, Lou and Zendesk Community,
We at Strac exactly solves the problem mentioned above, i.e. "ability to redact sensitive content immediately from tickets which could cause security issues such as Passwords, API Keys, Credit Card Information, etc. without having to wait for a higher level of agent or admin to have the time to remove the sensitive information."
Strac automatically detects and redacts sensitive information depending on the configured roles and permissions. You can check us out here: https://www.strac.io/integrations/zendesk
Please let me know if I can answer any questions.
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