How to Redact Texts in Zendesk Tickets

Updated on:

April 6, 2026

By:

Madhav Bhandari

Use this interactive demo to learn how to redact sensitive information in your Zendesk tickets.

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It is very easy to redact texts in Zendesk tickets. Here’s the simplest way to do it:

On the Views tab, open the specific ticket you want to edit.
After that, find the message that contains sensitive information you want to redact. Click on the 'More Options' button next to it.
Tap 'Redact' afterwards.
Following that, highlight the texts and then click 'Mark For Redaction'.
Finally, click 'Redact' to proceed.
After completing these steps, the highlighted text will be redacted immediately.

📌 Why this matters

Redacting sensitive information from support tickets protects customer privacy while maintaining your team's ability to reference conversations for training and quality assurance. You can safely share ticket examples with new team members, include them in case studies, or escalate issues to other departments without exposing personal details like phone numbers, addresses, or account information.

The redaction creates a permanent audit trail that satisfies compliance requirements while preserving the conversational context that makes historical tickets valuable for improving support processes.

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