Plan requirement
| Subscription | Any plan |
| Access | Agent |
Removing something from a ticket permanently. Quick to do, impossible to undo, and worth understanding before you use it.
Redact something
- Open the ticket.
- Select the text or the attachment.
- Redact it.
- Confirm.
The content is replaced. The comment stays, so the conversation still reads as a conversation.
It cannot be undone
There is no recovery. Redacting the wrong thing means the information is gone from that ticket for good, so read what you selected before confirming.
Do it when it arrives
A card number sitting in a ticket for six months was visible to everybody who opened it during those six months. Redaction at the moment of arrival is worth far more than a cleanup later.
Make it a normal part of handling, not a task somebody schedules.
What usually needs it
- Card numbers and bank details.
- Passwords and access codes.
- Identity documents, usually attached as photographs.
- Health information sent as background.
- Somebody else's personal data, mentioned in passing.
Attachments too
Easy to forget. The text is cleaned and the photograph of the passport is still attached, which was the actual problem.
Automate the predictable part
Card numbers follow a pattern and can be redacted automatically. Anything with a recognisable shape is better handled by a rule than by hoping somebody notices.
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