My agents in the Zendesk Agent Workspace are unable to redact ticket content

Issue symptoms

When using the Zendesk Agent Workspace, agents are not able to redact ticket content using the same functionality. How can I allow my agents to redact content?

Resolution steps

Depending on their plan, admins can allow their agents to redact content in one of the following ways:

• On Team, Growth, and Professional plans, admins can tick the Agents can delete tickets and redact content option in the agent interface settings
• On Enterprise plans, through custom roles for agents experiencing the issue, tick Redact ticket content

Tip: If you have the Advanced Data Privacy and Protection add-on, configure redaction suggestions to automatically detect and highlight personally identifiable information (PII) in tickets for redaction.

For more information, see these articles:

• About the Zendesk Agent Workspace
• Ticket redaction limitations