• Official comment

  Brett Bowser

  • April 04, 2023 16:17
  • Edited

  Zendesk Community Manager

  Hey everyone,
  
  I'm happy to announce that we have released redaction capabilities for side conversations. More information here:Announcing Side conversation redaction
  
  Thanks for taking the time to share your feedback with us :)

• Toby Sterrett

  • June 25, 2020 22:04

  Zendesk Product Manager

  Hi@...you're correct that there is no current way to edit messages within side conversations, though we have how it could work. One question I'd have for you here is who you'd want to be able to edit side conversation messages... would that be limited to admins only? Would it make sense to have as a permission in custom roles?

• Elizabeth Reynolds

  • June 25, 2020 22:16

  At least for the workflow at my organization, it would make sense to role-limit this capability/have it only available to admins.

  However, if it was only possible to implement an "all or none" version of this functionality, then we'd rather have it available to all than none.

• Sparkly

  • July 08, 2020 13:15

  Community Moderator

  @...
  
  Please make it very very granular compared with other deletion possibilities within Zendesk products.
  Redaction/deletion, it probably needs both. Right now the major issue is that redaction is limited, and deletion messes with statistics.
  
  Here's how we think this could set an example for future redaction/deletion inside Zendesk products.
  
  Redaction (so statistics stay in place) per comment

  1. Strip all events and replaceentiremessage (including attachments) with: -- Redacted --
  2. Reference to author_id of comment is still there, and will only become -- Deleted user -- if the user is deleted
  3. Replace part of the message by redaction (with the black squares)
  4. Redact attachment on comment

  删除(因此没有记录)
  
  5. Delete entire side conversation
  6. Delete a single comment (as if it never existed)

  Granularity level (available on all roles in support)

  1. All agents with permission to redact (NEW)
  2. All agents with permission to delete user
  3. All agents with permission to start a side conversation
  4. All agents with permission to start a side conversation
  5. All agents with permission to delete a ticket
  6. All agents with permission to delete a ticket
  
  API (wishes)
  Would be wonderful if the API allows 3rd parties to create retention schedules. So examples like this could work

  • Redact all comments older than 2 years
  • Redact all side conversation comments older than 2 years
  • Redact all attachments that contain a certain regex
  • Redact parts of comments that contain a certain regex
  • Delete all comments older than 30 days
  • Delete Side conversation

• Stephen

  • December 04, 2020 12:44

  Hi All,

  我只是想知道是否有这个计划s to be updated soon. My organisation uses Side Conversations very regularly and at present the only way to redact data from a Side Conversation is to delete the ticket entirely - this obviously affects our reporting.

  At present, even having the ability to delete the Side Conversation would meet our needs for now.

• Jamie Noell

  • February 12, 2021 00:58

  I agree with at least being able to delete a Side Conv. We are having to delete the entire ticket if someone accidently adds PII in a Side Conv. More details:https://support.zendesk.com/hc/en-us/articles/360021458013/comments/1260800254849

  Ideally, we would like to be able to redact the individual Side Conv reply with the PII. It would be nice if this was group or role-based.

• Stephen

  • February 18, 2021 16:00

  Hi,
  
  This is starting to become a major issue for us.If redacting from a Side Conversation is not possible, deleting a Side Conversation (Email) at least, should be an option.

  Is this feature roadmapped for future inclusion in the product?

• Travel Syndication Technology

  • June 22, 2021 12:56

  We really need this capability. Is it on the roadmap?

• Johannes Ganter

  • August 06, 2021 12:46

  Agree, we need to be able to delete and redact side conversations. Otherwise the feature is too much of a data security problem.

• 拉里点击

  • September 13, 2021 16:57

  Also agree. Phishing attacks coming through Side Convo with no way to delete it.

• Sphen B

  • March 07, 2022 20:56

  Any update here? This continues to be a pressing need.

  re:One question I'd have for you here is who you'd want to be able to edit side conversation messages... would that be limited to admins only? Would it make sense to have as a permission in custom roles?

  Absolutely a role permission, separate from delete ticket.

• Dave Dyson

  • March 08, 2022 03:35

  Hi Sphen,
  
  I'm afraid I don't have an update, but just reminding everyone to upvote the post if this is important to you, and thanks for adding information about your use cases!
  
• Toby Sterrett

  • March 15, 2022 22:50

  Zendesk Product Manager

  Hi all, quick update to let you know we will be working on redaction and deletion for upcoming updates to side conversations. The current plan we are working on is to implement per-message redaction first (like with ticket comments), and then look into individual message and full thread deletion. We don't have a specific time frame just yet, but it's on the road map. We will also likely be asking for feedback around some behavior with how deletion could potentially work, such as what you think would be most appropriate if someone replies to a side conversation that has been deleted (start a new side conversation on the ticket? ignore it? start a ticket from it?)

• Watchfinder.co.uk Limited

  • October 07, 2022 13:29

  Is there any update on when this functionality is going to be rolled out, please?

• Rudolph Beaton

  • February 23, 2023 19:20

  Toby Sterrett- Any update here? We're currently forced to delete to entire tickets if PII ends up in a side convo.

• Toby Sterrett

  • February 24, 2023 00:33

  Zendesk Product Manager

  Hi all, we are actually starting to roll this out today. We are aiming to have it available in all accounts by early next week.

• Rudolph Beaton

  • February 24, 2023 21:52

  Toby Sterrett——伟大的to hear! Thank you!

• Sydney Neubauer

  • March 06, 2023 18:04

  I believe the SC redaction has been launched but then rolled back as we no longer see it.

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