Plan requirement
| Subscription | Any plan |
| Access | Admin |
The redaction option is missing for agents. Three causes, and the fix is a deliberate decision rather than a setting.
Symptoms
- Agents report that redaction is not there.
- It works for admins and not for agents.
- It works for some agents and not others.
One: the role does not allow it
Redaction is a permission on the role. Where it works for admins and not agents, this is the answer, and it is the usual one.
Two: they have a different role than you think
"It works for some agents" points here. Two people described as agents can be on different custom roles with different permissions.
Three: an app is providing it
In some setups redaction is offered through an app rather than natively, and the app has its own access settings. Then the role looks correct and the option is still missing.
The decision underneath
Redaction is permanent and cannot be undone. Giving it to every agent means anyone can destroy content irrecoverably; giving it to nobody means sensitive data sits in tickets until an admin has time.
The second risk is the larger one in practice.
What usually works
Give it to the agents who handle tickets where sensitive data actually arrives, and explain that it cannot be undone. Most teams find that a small group, and they are the people who need it in the moment.
Say it plainly when you grant it
One sentence: this is permanent, read the selection before confirming. That is the whole training requirement.
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