In this section (17)
- Working with tickets
- Merge tickets
- Create a follow-up for a closed ticket
- Redact content from a ticket
- Ticket fields and forms
- Create a ticket for a customer
- Reply to a customer or add an internal note
- Ticket statuses
- Assign a ticket to an agent or group
- Add CCs and followers
- Set priority, type and tags
- Update many tickets at once
- Delete and restore tickets
- Hand work to another team with a child ticket
- Track time spent on tickets
- Manage customers and organizations
- Ask for an approval on a ticket
Redact content from a ticket
Remove sensitive data such as card or ID numbers from a comment, the subject or an attachment.
Customers sometimes send things that should not be stored: a full card number, a password, an ID document. Redaction removes them for good. It needs the Redact ticket content permission in your role.
Redact text in a comment
- Open the ticket and choose Compliance at the top.
- Under Redact text, pick the Comment.
- Type the Text to redact, for example
553201. - Choose Redact.
Every occurrence in that comment is replaced with █. This cannot be undone and is recorded in the ticket’s events.
Redact the subject
In the same panel, use Redact the subject. Every occurrence becomes █ in the subject and in its change history.
Redact an attachment
Open the … menu on the attachment in the conversation and choose Redact attachment. The file is deleted and replaced with redacted.txt.
See who viewed the ticket
The Viewed by list in the Compliance panel shows which staff opened the ticket.
Automatic redaction
Admins can set redaction rules (for example card numbers) that apply to new comments automatically, under Admin Center, Security & compliance, Compliance.
Related
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