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Announcing Redaction suggestions EAP
已于 2024年2月22日 发布
We’re excited to announce an early access program (EAP) for the Redaction suggestions feature.
What does this EAP include?
The redaction suggestions feature automatically highlights certain types of personally identifiable information (PII) within a ticket. Agents can then click the highlighted PII and quickly redact it. This helps keep confidential information out of Zendesk.
This feature is similar to the ticket redaction feature. However, redaction suggestions proactively identify PII, rather than relying on the agent to identify PII that needs to be redacted.
How do I participate in the EAP?
To sign up, please complete this form.While we cannot guarantee that everyone can join at this stage, we’ll do our best to support as many customers as possible. In the meantime, we invite everyone to join the conversations and provide feedback in our EAP community or underneath this announcement.
We look forward to working with you on this exciting new feature!
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6 条评论
Tyler Nelson
Hello, our team members are currently unable to copy and paste any info into other systems after this EAP was added. Is there any way we can get it removed from our main instance for now until that is resolved?
I'm able to replicate it on my end as well. It's very sporadic and sometimes I can copy/paste but the majority of the time, I can't. It's only on tickets that have things showing they might need to be redacted as well.
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Ray Chan
Will this feature work for SMS and merged tickets?
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Jakub Konik
Hey Tyler Nelson thanks for the report. This will be fixed today.
Hey Ray Chan yes it will work for merged tickets, but we recommend redacting content before merging tickets. If you redact content in the original ticket after it has been merged with another ticket, the redacted content will be removed from the original ticket, but not from the merged ticket.
As for SMS do you refer to SMS coming through Zendesk Talk?
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Ray Chan
Hey Jakub Konik. I'm referring to standard SMS coming through Zendesk Support.
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Heather Rommel
Hi! We have a request to be able to add a list of known sensitive keywords or regex types that should be highlighted.
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Heather Rommel
Hello! We are hoping we can turn off names as highlighted in this – it's causing highlight fatigue and we would rather the engineers focus on info that would really matter like possible passwords, etc
Editing to add: specifically it would be helpful if the names of the agents and customers were not highlighted. This is just too much noise.
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