We’ll then discuss the risks involved with redaction and review some best practices for completing redactions quickly and effectively without manually redacting the same information over and over again. In this blog post, we’ll start by defining a few key terms: sensitive information, inadvertent disclosure, and redaction. There are two major challenges around redaction: efficiently identifying the pieces of sensitive information that may be hiding within reams of disclosable data and thoroughly redacting that information prior to production. Redaction-obscuring or hiding text-is the means by which legal teams remove sensitive information from otherwise disclosable records.
The trick is to share everything you’re supposed to and nothing you’re not. At the same time, lawyers are often required to provide information to opposing counsel, the courts, regulatory agencies, and, under some circumstances, citizens making requests for personal data or governmental records. You can search for this tag to get a list of redacted tickets.Lawyers handle tremendous amounts of sensitive information every day: their clients’ personal data, including both personally identifiable information (PII) and protected health information (PHI), intellectual property, trade secrets, financial information, and much more.
When you redact ticket content, a redacted_content tag is automatically added to the ticket. The ticket is updated with the redacted content. When you’ve finished selecting the content you want to redact, click Redact.If you mark something for redaction by mistake, click the content and select Unmark for redaction. You can include multiple text strings, attachments, and images as part of the same redaction. Continue to select content to redact and Mark it for redaction.The content you want to redact is highlighted. Select the content you want to redact, then click Mark for redaction.Click the options menu icon ( ) and choose Redact.Hover your mouse over the thread to display the options menu icon ( ).You can only redact content in one thread at a time. Open a ticket and scroll to the conversation thread that contains the content you want to redact.Also, rich text formatting in a message may be lost when redacting. Use caution when marking content for redaction. Important: Ticket redaction cannot be reversed. Ticket redaction for the Chat history may not be instantaneous and may be delayed by up to 10 minutes due to database replication.If triggers are configured prior to redaction taking place, redacted content may persist in the channels launched by these triggers.For example, when accessing it first through the web widget, and later through the Sunshine Conversations widget. This also means that an end user, depending on how they communicate with your agent, may still see unredacted content themselves when accessing a message through different channels. It is redacted only within Zendesk-controlled systems. When redacting a ticket, the underlying ticket is not edited on the messaging platform.When you redact a ticket comment sent from an email channel, Zendesk does not redact the content of the original email.Zendesk is working to relaunch this support in a future update. As of March 23, 2022, ticket redaction in the Agent Workspace was suspended on native messaging and social messaging tickets.Ticket redaction includes the following limitations: Zendesk recommends uninstalling this app if you’re using native ticket redaction in the agent workspace. Ticket redaction in the Zendesk Agent Workspace provides additional features that the Zendesk Ticket Redaction app doesn’t support. This behavior can cause triggers to fire if your trigger conditions are set to look for updates on a specific channel. For example, redacting a WhatsApp comment from a ticket. When you redact ticket content, this causes an update to be made on the ticket using the same channel associated with the content that was redacted. In addition, when you redact ticket content, a redacted_content tag is automatically added to the ticket. Redaction events are noted in a ticket’s event log so customers can be aware data has been deleted. If you redact content in the original ticket after it has been merged with another ticket, the redacted content will be removed from the original ticket, but not from the merged ticket. Also, Zendesk recommends redacting content before merging tickets. Ticket redaction does not currently support redaction of entire tickets. Social messaging channels enabled through Sunshine Conversations.Ticket redaction in the Agent Workspace does not work on:
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