Plan requirement
| Subscription | Any plan |
| Access | Agent |
The mechanics of removing text or a file from a ticket, what stays behind afterwards, and the four places it does not reach.
Redact it
- Open the ticket and find the comment.
- Select the text, or choose the attachment.
- Redact.
- Confirm, and check the result reads sensibly.
What remains
The comment, its author and its timestamp. The conversation still makes sense; only the redacted content is replaced.
That is deliberate: removing the whole comment would leave a ticket that no longer explains itself.
What it does not touch
- Ticket fields. A phone number in a custom field is not covered by redacting the comment.
- The subject line, which is where card numbers surprisingly often end up.
- Other tickets, including ones this was merged with or linked to.
- Emails already sent, which are in inboxes you do not control.
Check the whole ticket
Sensitive information usually appears more than once: in the first message, quoted in a reply, and in an attachment. Redacting one instance and stopping is the common mistake.
Emails cannot be recalled
If the content went out in a notification, redacting the ticket does nothing about that copy. Where it matters, that needs handling separately.
It is permanent
No undo, no recovery. Read the selection before confirming, particularly when redacting an attachment, where you cannot see what you are removing.
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