Difference Between Redaction Suggestions and Ticket Redaction
What is the difference between redaction suggestions and ticket redaction in Zendesk?
The main difference between redaction suggestions and ticket redaction in Zendesk is how PII is identified. Redaction suggestions automatically highlight PII within a ticket, allowing agents to quickly redact it. In contrast, ticket redaction requires agents to manually identify and redact PII themselves.
This proactive identification by redaction suggestions can significantly reduce the time agents spend on redacting sensitive information.
More related questions
What is the redaction suggestions feature in Zendesk?
The redaction suggestions feature in Zendesk automatically highlights certain types of personally identifiable information (PII) within a ticket. This allows agents with permission to quickly redact the highlighted PII, helping to keep confidential…
How does the redaction suggestions feature benefit Zendesk agents?
The redaction suggestions feature benefits Zendesk agents by reducing the time they spend reading through tickets to identify PII for redaction. By automatically highlighting PII, agents can quickly and efficiently redact sensitive information,…
How can I participate in the redaction suggestions EAP?
To participate in the redaction suggestions early access program (EAP), you need to complete a sign-up form. While Zendesk aims to accommodate as many customers as possible, participation is not guaranteed at this stage. If you have any questions…
What should I do if I have feedback on the redaction suggestions feature?
If you have feedback or feature requests regarding the redaction suggestions feature, Zendesk encourages you to visit their community forum. This is where they collect and manage customer product feedback, allowing you to share your thoughts and…
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