How to Redact Texts in Zendesk Tickets

Quick summary

Zendesk's redaction feature lets agents permanently remove sensitive information from ticket messages directly within the agent interface. In just a few clicks, you can mark text for redaction and confirm the action to instantly hide private data from the ticket thread.

Steps

1. On the Views tab, open the specific ticket you want to edit.
2. Find the message containing sensitive information you want to redact, then click the More Options button next to it.
3. Tap Redact from the options menu.
4. Highlight the text you want to remove, then click Mark For Redaction.
5. Click Redact to confirm and proceed with the redaction.
6. The highlighted text will be redacted immediately from the ticket.