Redaction in Side Conversation Tickets - Frequently asked questions
Frequently asked questions
What is the new redaction feature in Zendesk side conversation child tickets?
Zendesk has introduced a new feature that allows agents to redact side conversations in child tickets. Previously, redaction was only possible when viewing side conversations in the parent ticket. Now, agents can redact comments directly from both…
How does the redaction process work in Zendesk side conversations?
The redaction process in Zendesk side conversations now allows agents to redact comments in both parent and child tickets. Previously, redaction was only available in the parent ticket's side conversation dropdown. With this update, agents can…
Why did Zendesk update the redaction feature for side conversations?
Zendesk updated the redaction feature to enhance the security and management of sensitive information in side conversations. Initially, redaction was limited to parent tickets, but the update now includes child tickets as well. This change aims to…
Do I need to take any action for the new redaction feature in Zendesk?
No action is required on your part for the new redaction feature in Zendesk. The update will be automatically rolled out to your account. This means you can start using the new redaction capabilities in side conversation child tickets without…
What remains unchanged with the Zendesk redaction update?
With the Zendesk redaction update, the process of redacting in parent ticket side conversations remains unchanged. Agents still need to manually redact information in both the parent and child tickets if they want it removed from both. The update…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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