Manually Redact Info in Messaging Ticket - Frequently asked questions
Discover how to manually redact information in Zendesk messaging tickets. Explore common questions and detailed answers to enhance your ticket management skills.
Frequently asked questions
Can I manually redact information in a Zendesk messaging ticket?
Yes, you can manually redact information from messaging tickets created after April 2022. To do this, ensure the messaging conversation is inactive before proceeding with redaction. If the ticket was created before this date and contains sensitive…
What should I do if a Zendesk ticket contains sensitive information?
If a Zendesk ticket contains sensitive information, you can manually redact it if the ticket was created after April 2022. Ensure the conversation is inactive before redacting. For tickets created before this date, consider deleting the ticket or…
Is credit card information automatically redacted in Zendesk messaging?
Yes, credit card information is automatically redacted in Zendesk messaging tickets. This internal redaction feature is controlled by the app settingmaskCreditCardNumbers, ensuring sensitive financial data is protected. For more details on…
How can I manage the redaction of credit card numbers in Zendesk?
The redaction of credit card numbers in Zendesk messaging is managed through the app settingmaskCreditCardNumbers. This feature ensures that sensitive financial information is automatically redacted from messaging tickets. For further details…
What to do if a customer emails sensitive data in the subject line?
Currently, there is no way to redact data from the Ticket Subject in Zendesk if a customer emails sensitive information in the subject line. It's important to handle such cases with caution and consider alternative methods to manage sensitive…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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