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