Steven Granner

I am also here to express my interest in allowing non-Admins to toggle the status of other agents on the behalf. It would be great to be able to specify which Roles have this ability!

We never want customers to know that their tickets have been merged. We'd love to see these checkboxes in the merge interface disabled by default or configurable to never be an option for agents. 

Myself and our agents would love to see a native dark mode for the Zendesk browser experience!

We would love to see the ability to redact PII from the subject line of tickets and have that redaction be reflected in the initial event of the ticket where the subject line appears. 

Prakruti Hindia That's great to hear - thank you! I will keep an eye out for updates. 

Hi Zendesk team,

I am creating this post to request an update to the redaction limitations for Zendesk Messaging. 

Problem

Agents are unable to perform text or attachment redactions from Messaging conversations while they are active. Agents must wait for a Messaging conversation to become inactive, either organically after the customer hasn't sent a message for 10 minutes or manually by submitting the ticket as Pending, On-Hold, or Solved, before they are able to perform a redaction. 

When an agent is serving 2-3 chats or more at a time, it can be easy to forget to redact text or files from conversations before Solving them and serving additional customers. This results in an increased risk to the unintentional retention of PII on tickets. 

Proposal

Introduce the ability to redact while Messaging conversations are active. 

If agents had the ability to perform text or attachment redactions in Messaging tickets while the conversation is still active, that would greatly reduce the risk of redactions being missed. This would also improve agent workflow and efficiency by allowing them to perform redactions in realtime rather than needing to make a mental note to do so once a conversation has ended. 

If this isn't possible due to a technical limitation, we would alternately love to see the introduction of a redaction reminder feature that would notify agents that redaction needs to be performed - either if it is detected automatically on a ticket or if the agent indicates that redaction will be required at the end of the conversation. 

Thank you for your consideration!

Hey Olli, 

I took a look at one of our tickets that were merged and I see that I am still unable to redact from the internal note posted as a result of the merge. I am able to redact from internal notes that agents post manually, but not the system-generated internal note for merges. 

That seems to be what Chris Wilbur is reporting above. Is that what you are seeing too?

Zendesk, this is very important to us! We need to be able to redact from system-generated merge notes or else our agents need to spent time requesting that we manually delete tickets that contain PII in merge notes. 

This is an issue we have experienced for years as well. The ticket count on views appears to be inaccurate, even after refreshing the page or clicking the refresh button. 

Glad to see that this is something Zendesk is implementing! To make this feature useful to us, we would need to have the ability to add conditions/exclusions within Ticket Deletion Schedules and would also need the ability to delete end user profiles at the same time, as just deleting tickets isn't sufficient. 

Thanks, Sorin! We may look into that :)