One of the elements of GDPR is the Right To Be Forgotten. If we have a ticket that contains a customers PII such as email address/phone number/home address but they no longer want us to store that information we should be able to redact this information on a closed ticket.
My understanding is that this is not currently possible.
this all comes down to the ability of updating closed tickets. i am sure this is a prerequisite to be able to then redact information. here is a link to the ability to update closed tickets feature request so people can upvote
Hi Iain,
I will be closing this feedback post out as you can now redact ticket content from closed tickets natively within Agent Workspace. Check out the following article for more information: Redacting ticket content in the Zendesk Agent Workspace
Thank you so much for your feedback!
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Thanks for posting this, Iain. This request has come up in the past, and I've linked your post to that thread in our tracking system, as the previous thread is no longer live.
Other users are welcome to up vote Iain's request and add any supporting details for the PM in the comments below.