Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
The redaction option is missing for agents. Three causes, and the fix is a deliberate decision rather than a setting.
Why can my agents not redact?
- 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
Admins can redact, and so can agents in custom roles with the permission. It is called Redact ticket content and sits under Tickets in the role editor, which is what to look for rather than a setting named after redaction elsewhere. Where it works for admins and not agents, this is the answer, and it is the usual one.
On a plan without custom roles the permission is not separate: agents who can delete tickets can also redact. So on those plans, granting redaction means granting deletion, which is a bigger decision than it looks.
Two: they have a different role from the one you assigned
"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.
What it can and cannot reach
Redaction covers public comments, internal notes, attachments and inline images, side conversation emails and child tickets, Microsoft Teams messages, social messaging channels running through Sunshine Conversations, web and mobile messaging, ended chat conversations in the agent workspace, and content in archived or closed tickets on the messaging, email, API and web form channels. It cannot remove an entire ticket, an active chat message, an SMS comment, a translated message, or content in a closed live chat.
Worth checking before you conclude the option is missing: it may be present and not applicable to what the agent is looking at.
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 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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