Feature Request Summary:
The Permissions for deleting tickets and redacting content on tickets should be separated into two different permissions.
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