We make significant use of the attachment manager and ticket redaction apps to delete attachments and other sensitive (PII) data that clients may accidentally send us.
Now that we've turned on side conversations, this is a potential hole in our compliance around not storing PII. There doesn't appear to be any way to currently redact text or attachments from side conversations. Is this something that is planned for the future of side conversations?
Hi @Elizabeth Reynolds you're correct that there is no current way to edit messages within side conversations, though we have how it could work. One question I'd have for you here is who you'd want to be able to edit side conversation messages... would that be limited to admins only? Would it make sense to have as a permission in custom roles?
At least for the workflow at my organization, it would make sense to role-limit this capability/have it only available to admins.
However, if it was only possible to implement an "all or none" version of this functionality, then we'd rather have it available to all than none.
@Toby Sterrett
Please make it very very granular compared with other deletion possibilities within Zendesk products.
Redaction/deletion, it probably needs both. Right now the major issue is that redaction is limited, and deletion messes with statistics.
Here's how we think this could set an example for future redaction/deletion inside Zendesk products.
Redaction (so statistics stay in place) per comment
1. Strip all events and replace entire message (including attachments) with: -- Redacted --
2. Reference to author_id of comment is still there, and will only become -- Deleted user -- if the user is deleted
3. Replace part of the message by redaction (with the black squares)
4. Redact attachment on comment
Deletion (so no record exists)
5. Delete entire side conversation
6. Delete a single comment (as if it never existed)
Granularity level (available on all roles in support)
1. All agents with permission to redact (NEW)
2. All agents with permission to delete user
3. All agents with permission to start a side conversation
4. All agents with permission to start a side conversation
5. All agents with permission to delete a ticket
6. All agents with permission to delete a ticket
API (wishes)
Would be wonderful if the API allows 3rd parties to create retention schedules. So examples like this could work
Hi All,
I am just wondering if there are any plans for this to be updated soon. My organisation uses Side Conversations very regularly and at present the only way to redact data from a Side Conversation is to delete the ticket entirely - this obviously affects our reporting.
At present, even having the ability to delete the Side Conversation would meet our needs for now.
I agree with at least being able to delete a Side Conv. We are having to delete the entire ticket if someone accidently adds PII in a Side Conv. More details: https://support.zendesk.com/hc/en-us/articles/360021458013/comments/1260800254849
Ideally, we would like to be able to redact the individual Side Conv reply with the PII. It would be nice if this was group or role-based.
Hi,
This is starting to become a major issue for us.If redacting from a Side Conversation is not possible, deleting a Side Conversation (Email) at least, should be an option.
Is this feature roadmapped for future inclusion in the product?
We really need this capability. Is it on the roadmap?
Agree, we need to be able to delete and redact side conversations. Otherwise the feature is too much of a data security problem.
Also agree. Phishing attacks coming through Side Convo with no way to delete it.
Any update here? This continues to be a pressing need.
re: One question I'd have for you here is who you'd want to be able to edit side conversation messages... would that be limited to admins only? Would it make sense to have as a permission in custom roles?
Absolutely a role permission, separate from delete ticket.
Hi all, quick update to let you know we will be working on redaction and deletion for upcoming updates to side conversations. The current plan we are working on is to implement per-message redaction first (like with ticket comments), and then look into individual message and full thread deletion. We don't have a specific time frame just yet, but it's on the road map. We will also likely be asking for feedback around some behavior with how deletion could potentially work, such as what you think would be most appropriate if someone replies to a side conversation that has been deleted (start a new side conversation on the ticket? ignore it? start a ticket from it?)
@toby12 - Any update here? We're currently forced to delete to entire tickets if PII ends up in a side convo.
Hi all, we are actually starting to roll this out today. We are aiming to have it available in all accounts by early next week.
I believe the SC redaction has been launched but then rolled back as we no longer see it.
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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I'm afraid I don't have an update, but just reminding everyone to upvote the post if this is important to you, and thanks for adding information about your use cases!