PUT /api/v2/chat_redactions/{ticket_id}

Permanently removes words or strings from a chat ticket's comment.

Wrap <redact> tags around the content in the chat comment you want redacted. Example:

{
  "text": "My ID number is <redact>847564</redact>!"
}

The characters contained in the tag will be replaced by the ▇ symbol.

Note: This does not work on active chats. For chat tickets that predate March 2020, consider using Redact Ticket Comment In Agent Workspace.

Limitations:

Redaction is a synchronous process. For archived tickets, only one redaction request can be processed at a time per ticket. Concurrent redaction requests on the same archived ticket will receive a 409 Conflict response with a Retry-After header indicating how many seconds to wait before retrying (up to 30 seconds). The lock is released immediately when the redaction completes. This limit does not apply to requests from the Zendesk UI.

Allowed For

Agents

Agent Workspace must enabled for the account. Deleting tickets must be enabled for agents.

Request Body Properties

Name	Type	Required	Description
chat_id	string	true	The `chat_id` in the `ChatStartedEvent` event in the ticket audit. See Ticket Audits
chat_index	integer	false	The `chat_index` in the `ChatMessage` event in the ticket audit. See Ticket Audits. Mandatory if `message_id` is not used
message_id	string	false	The `message_id` of the `ChatMessage` event in the ticket audit that is part of a `ChatStartedEvent` history. Used when redacting a ChatMessage that is part of a conversation history. Mandatory if `chat_index` is not used
text	string	true	The `message` in the `ChatMessage` event in the ticket audit. See Ticket Audits. Wrap `message` with `<redact>` tags

To get the required body properties, make a request to the Ticket Audit endpoint. Example response:

Status 200 OK
{
  "audits": [
    "events": [
      {
        "id": 1932802680168,
        "type": "ChatStartedEvent",
        "value": {
          "visitor_id": "10502823-16EkM3T6VNq7KMd",
          "chat_id": "2109.10502823.Sjuj2YrBpXwei",
          "history": [
            {
              "chat_index": 0,
              "type": "ChatMessage",
              "message": "My ID number is 847564!"
            }
          ]
        }
      }
    ]
  ]
}

Servers

https://{subdomain}.{domain}.com

Path parameters

Name	Type	Required	Description
`ticket_id`	Integer	Yes	The ID of the ticket

How to start integrating

Add HTTP Task to your workflow definition.
Search for the API you want to integrate with and click on the name.
- This loads the API reference documentation and prepares the Http request settings.
Click Test request to test run your request to the API and see the API's response.