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Feature Request: Redact Subject Line Text
已于 2024年7月17日 发布
Hi team,
Currently, if a customer adds PII to the subject of their request, there's no way to redact this information. We can update the subject line, but the original subject still appears in the events of a ticket, so the information is still available if you know where to look.
This feels like an area that we should be able to redact from our end and ensure that we're keeping customer information private. If there are any workarounds that we can use in the meantime, please let us know. Thanks!
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4 条评论
Simon Stone
100% agree that this should be possible. In my industry, we are required to not collect unsolicited PII and sensitive data, and if a customer is foolish enough to include that in the subject line, then we have no choice but to delete the ticket and resubmit with the customer information removed, but at the same time we are not permitted to arbitrarily delete tickets from the system.
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Shawna James
Thank you for taking the time to provide us with your feedback and Simon for the follow up. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Steven Granner
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.
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Aileen D
I would like to see the ability to redact subject line text too. It means we wouldn't have to delete so many tickets and we wouldn't have to worry about unnecessary PII remaining in our system.
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