Plan requirement
| Subscription | Any plan |
| Access | Agent |
The mechanics of removing text or a file from a ticket, what stays behind afterwards, and the five 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.
The ticket also records that it happened. Redaction events appear in the event log, and the ticket gets a redacted_content tag automatically, which is how you find redacted tickets later without reading them.
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. Redact before merging: redacting the original afterwards clears it there and not in the merged ticket, and the internal note the merge creates cannot be redacted at all.
- Emails already sent, which are in inboxes you do not control.
- The social messaging platform, where the underlying conversation is not edited, and any third-party integration carrying it.
Two side effects worth expecting
Any redaction ends the ability to view the original email on that ticket, on every comment, including the ones that arrived before the redacted one and inbound emails that arrive after. If you were relying on the original email for a dispute, take what you need first.
Redacting also counts as an update on the ticket, through the channel the content came in on. Triggers that look for an update on a specific channel will fire, so a customer can get a notification about a ticket nobody touched.
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 leaves the rest in place.
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.
Two prerequisites explain a feature that looks missing. Not every agent can redact: admins can, and agents can when their custom role carries the permission; on plans without custom roles it comes with permission to delete tickets. And redacting a chat or messaging conversation needs a chat role on top of that, with the Agent Workspace active either way.
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