In addition, when you redact ticket content, a redacted_content tag is automatically added to the ticket. Redaction events are noted in a ticket’s event log so customers can be aware data has been deleted. From the customer side, the entire message is deleted. If you redact a Zendesk message or a message created via the Sunshine Conversations SDK, the Support ticket interface shows the redacted areas of the messaging conversation, all within the context of the unredacted content. 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. Also, Zendesk recommends redacting content before merging tickets. Ticket redaction does not currently support redaction of entire tickets. Zendesk recommends uninstalling this app if you’re using native ticket redaction in the Agent Workspace. Note: Ticket redaction in the Zendesk Agent Workspace provides additional features that the Zendesk Ticket Redaction app doesn’t support. Tickets created through the Sunshine Conversations SDK.Content in archived or closed tickets for email, API, and webform channels.Ended chat conversations from the Agent Workspace.Social messaging channels enabled through Sunshine Conversations.Side conversation emails, child tickets, and Microsoft Teams messages.This article describes how native ticket redaction works. You don’t need to install a separate app. In the Zendesk Agent Workspace, you can use native ticket redaction to redact personal data.To download, install, and use the app, see Ticket Redaction app in Zendesk Marketplace. In the standard agent interface, you can use the Ticket Redaction app to redact personal data in ticket conversations.On plans without custom roles, agents with permission to delete tickets can also redact. This helps keep confidential information out of Zendesk. Admins and agents in custom roles with permission can redact, or remove, sensitive information found in ticket comments and attachments so that your account stays secure and compliant.
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