Christiane

Thanks for the feedback! 

Please see Text Redaction: Allow agents to redact one or all of the same text strings on the ticket

Feature Request Summary: 

Different to the old Ticket Redaction app, the native functionality in Agent Workspace only redacts the one instance that has been selected, instead of all the same text strings on the entire ticket - both should be available for selection. 

Description/Use Cases: 

With the app, it was easy to redact one text string on all comments in the ticket. Since the AW function only applies redaction to a single message, it would require a lot of manual effort to redact recurring data, e.g. if the customer and/or agent have sent the same text string back and forth in a long ticket, which should now be redacted.

I wouldn't want the agent to work through every single comment and redact them all manually. 

Business impact of limitation or missing feature:

This is critical for legal/ data deletion/ GDPR compliance cases, where there is a long ticket history and going through every single comment is time-consuming and easily prone to human error.

Other necessary information or resources:

Zendesk help > Agent guide > Ticket basics > Redacting ticket content

Hi there, 

I have another question that I couldn't find an answer to.

With the app, it was easy to redact a text string on all comments in the ticket. Since the AW function only applies redaction to a single message, what is the easiest way to redact recurring data, e.g. if the customer and/or agent have sent the same text string back and forth in a long ticket, which should now be redacted? What is the process for this? 

I wouldn't want the agent to work through every single comment and redact them all manually. 

Many thanks in advance

Christiane

Dito!

Hi there, 

Zendesk Support should provide the option to display standardized time intervals in the dashboard, independent of a user's language and time zone setting, e.g. when looking at last weeks numbers, me as an Admin can decide that the week is from Monday to Sunday, and set the default time zone to GMT +1. 
With this we can assure that everyone looks at the same numbers, no matter which language or time zone settings they are using.

Different team leads in different locations can see different numbers when looking at the same report and the same filters in the dashboard. 

The only difference is: 
Team Lead A (located in the Netherlands): 
Language: English (US), i.e. the week is Sunday to Saturday 
Time zone: GMT +1

Team Lead B (located in Romania): 
Language: English (UK), i.e. the week is Monday to Sunday
Time zone: GMT +2