Plan requirement
| Subscription | Any plan |
| Access | Agent, Admin |
Removing something from a ticket permanently. Quick to do, impossible to undo, and worth understanding before you use it.
Redact something
- Open the ticket and scroll to the comment holding the content.
- Hover over it, click the options menu and choose Mark text for redaction. A redaction pane opens.
- Select what has to go and click Mark for redaction. It is highlighted, and you can add more text, attachments and images to the same redaction.
- Confirm.
You need the Agent Workspace active; there is no separate app to install. A single redaction takes at most 75 attachments, and none of it can be reversed.
Not every agent has this. An admin always does; an agent only where a custom role grants the permission, and on a plan without custom roles only an agent who may delete tickets. A missing Mark text for redaction in the menu is what that looks like from the agent's side.
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.
Comments
0 comments
Article is closed for comments.