We like the new redaction feature in the core product. We would like to be able to flag / tag tickets where information has been redacted, so that we can both share with our managers to try to educate submitters on what info to submit and not to submit.
In addition, we would like to report on the volume of redactions made in Zendesk every month.
I have tried searching for the "redaction character" in a trigger, but it does not seem to be recognized.
Hi Jamie, you're correct that there is no current trigger condition for redaction events, but I can see redaction reporting/tagging being a useful feature that others would would want also. One question for you here - outside of using triggers to add a tag to redacted tickets, are the other triggers or reports you'd like to set up based on redaction events?
Thank you again for this useful feedback, Jamie. We are in the process of developing a tag that will automatically be added to a ticket after redaction takes place. This should allow you to easily report on redaction usage and set up workflows for your team.
I'll send you another update in this post as we get closer to rolling this out.
Following up on my last comment, I'm excited to let you know that we have released a feature that will automatically add a redacted_content tag when ticket content is redacted. You can find more information here: Redacting ticket content in the Zendesk Agent Workspace
I'd love to hear any feedback you have once you start using this tag to report on redaction usage, or any additional feedback you have about the redaction feature.
Is there an update on this? I would like to be able to run an audit report on all redactions to ensure agents do not miss anything so that we stay compliant.
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