Limitations of Zendesk Redaction Suggestions
What are the limitations of Zendesk's redaction suggestions?
While Zendesk's redaction suggestions are a powerful tool for managing sensitive information, there are some limitations to be aware of. The feature does not work on ticket subjects, active messaging conversations, or messages stored in the Answer Bot service. It also doesn't support tickets created from Slack Business Connect or content in archived or closed tickets for messaging and live chat channels.
Additionally, redaction suggestions require a chat role to redact ticket content in chat conversations, and redactions are only applied within Zendesk-controlled systems. This means that unredacted content may still be visible to end users through other channels, such as Facebook Messenger. It's important to understand these limitations to effectively manage sensitive information within Zendesk.
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 for agents with appropriate permissions. This allows agents to quickly redact sensitive information,…
How can I enable and configure redaction suggestions in Zendesk?
To enable and configure redaction suggestions in Zendesk, admins need to access the Admin Center. By default, this feature is turned on, but you can customize it to suit your needs. In the Admin Center, navigate to Account > Security > Redaction…
What types of PII can Zendesk's redaction suggestions detect?
Zendesk's redaction suggestions can automatically detect a variety of personally identifiable information (PII) within ticket comments. This includes first names, surnames, email addresses, physical addresses, credit or debit card numbers, IBANs,…
How do I redact identified PII in Zendesk tickets?
Redacting identified PII in Zendesk tickets is straightforward for admins and agents with the necessary permissions. You can choose to redact a single piece of identified PII or all PII within a single ticket comment. To redact a single piece of…
Can Zendesk automatically redact sensitive information without agent intervention?
Currently, Zendesk's redaction suggestions require agent intervention to redact sensitive information. While the feature automatically highlights PII, agents or admins with the appropriate permissions must manually confirm and redact the…
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