Redact content from a ticket

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

1. Open the ticket and choose Compliance at the top.
2. Under Redact text, pick the Comment.
3. Type the Text to redact, for example 553201.
4. 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

• Compliance tools
• Handle a GDPR request