Plan requirement
| Subscription | Suite Enterprise or higher, Support Enterprise |
| Also required | Advanced Data Privacy and Protection |
| Access | Admin |
Redaction driven by a rule rather than by somebody noticing. Two prerequisites before anything else: it needs the Advanced Data Privacy and Protection add-on, and redaction suggestions must already be turned on, because the trigger draws its options from the types you configured there.
Set it up
- Confirm redaction suggestions are configured with the data types you care about.
- Build the trigger in a sandbox and add the action Ticket > Redact.
- In the Value field, choose the data type to remove.
- Test against real examples and near misses.
- Deploy it, then check the first tickets it acts on.
Admins and agents in custom roles with the right permission can create these triggers.
What it can remove
The dropdown offers the data types you configured for redaction suggestions, so the list you see is the list you built. Anything suggestions can detect is available here too, from names and addresses to card numbers, IBANs and IP addresses. The article on redaction suggestions carries the full set.
Redaction cannot be reversed. Zendesk states this plainly and advises caution when building these triggers. An over-broad rule removes content from every ticket that matches, immediately, with no recovery. That is a different class of mistake from a trigger that sets the wrong field, and it is the case for a sandbox if ever there was one.
Do not stack it on card redaction
Zendesk advises against using this alongside the automatic credit card redaction setting. Pick one mechanism for card numbers: either the account-level setting, or a trigger, not both.
Test the near misses
An order number shaped like the pattern. A date formatted the same way. A reference with one digit fewer. Those are what a rule gets wrong, and they are invisible until you look for them.
Watch the first day
Look at real tickets it acted on. A rule that seemed precise in testing behaves differently against the variety of real messages, and because nothing can be recovered, the first day is when a mistake is still small.
Tell agents
Content disappearing without explanation looks like a fault, and they will raise it as one. One message explaining what is removed and why prevents that.
Keep the list short
Each rule is something that can silently destroy content. Two or three well-tested ones are worth far more than a dozen written in an afternoon.
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