Jennifer Eng

Hey @..., this is not the case for every redaction type. For example, we have noticed that this is not logged in the Events for redacted attachments.

Feature Request Summary: 

Zendesk Agent Workspace should log and display redactions performed via the native redaction tool in the Event history of a ticket and associate the redaction event with the agent performing the redaction.

Description/Use Cases: 

The security and privacy of our customers is our top concern. To protect our customers, certain sensitive information they may share needs to be redacted and we require our Agents to redact this sensitive information at the time it was shared with us.

To ensure timely action is taken on redacting these sensitive pieces of information our Quality team spot-checks for each Agent's tickets, in order to ensure correct procedure is being followed. It is unclear when/who performed a redaction when multiple Agents interact with a customer on the same ticket.

Business impact of limitation or missing feature:

Due to the type of sensitive information that may need to be redacted, it is critical for our Quality team to be able to track when exactly a redaction was made, and which Agent performed the action.

Note: only some redactions are logged. We are requesting that all are logged in the Events and associated with the acting agent. Redacted attachments for example are not logged or attributed.  

It would be absolutely fantastic to have the Assignment Control app utilize a "Read-Only" option in addition to the "Hidden" groups.

Use-Case: There are some groups we want to be assigned only via macro (T2 for example). We would like to avoid our T1 agents from manually selecting T2 in the Assignee field while addressing a ticket and have them utilize macros to do this instead.

This helps us ensure that the additional settings from the macro are actioned on the ticket:

• Adding/removing tags
• Setting the ticket status
• Setting a specific assignee within the group
• Taking actions on other ticket fields
• Etc.

The majority of our agents properly utilize our macros in this use-case, but there are times when a macro is not used --allowing a ticket to get lost, or hold inaccurate data, etc. 

If we attempted to use this app for this use-case as it is currently built, we'd be unable to.

Example of why the app wouldn't work in its current state: If T2 is added to the "Hidden" groups of the app, and T1 was the "Targeted Group".

T1 agent receives ticket and applies a T2 assignment a macro. Due to T2 being "Hidden" for T1 folks, the macro will take all actions set within it except for adjusting the group. So the T2 group is hidden overall from the T1 agent with this app, preventing even the macro from updating the group of a ticket separately.

Note: It would be great to be able to set individual "Read-Only" groups within the Assignee field, as there are other cases where the agent needs to select a specific assignee within a group (ex: in a manager escalation the Managers group is applied via macro, but the agent still needs to choose the specific manager).

According to Zendesk support, there isn't a way to tag Offline Message tickets generated from attempted Chat customers. In particular, I'd like to tag these Offline Message tickets with the Chat department they were intended to land in, but were converted to an Offline Message ticket due to all agents within the particular Chat department were offline.

Essentially I'd like to be able to tag these Offline Message tickets by the Zendesk Chat department they were intended to route to, so that I can then set up a trigger within Zendesk Support to look for those particular tags and route these Offline Message tickets to the corresponding email queue (View).