We use the Ticket Redaction app when attachments with sensitive data need to be redacted. As heavy users of Side Conversations, we need this same redaction functionality in Side Conversations. Today, we have to delete the ticket altogether if it contains sensitive data.
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Side Conversations - add redact option
This topic has been closed for replies.
There is an additional thread on this topic here:
https://support.zendesk.com/hc/en-us/community/posts/360047894054-Redaction-and-attachment-deletion-for-side-conversations
Not being able to redact a Side Conv is creating issues for us. Currently, our workaround is to delete the ticket altogether, which unfortunately has negative ripple effects - if people on the deleted ticket's Side Conv reply, then we essentially lose sight of this reply. In my testing, it appears that if we restore the ticket, the Side Conv reply is visible on the ticket.
At a minimum, I wish that a Side Conv reply to a deleted ticket would create a follow-up ticket similar to how Side Conv replies on closed ticket create a follow-up ticket.
- Community Manager
Hey everyone,
I'm happy to announce that we have released redaction capabilities for side conversations. More information here: Announcing Side conversation redaction
Thanks for taking the time to share your feedback with us :)
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Thanks for sharing your feedback on this, Jamie. If other users need similar functionality, please up-vote Jamie's post and share more about your use-case in the comments below.