Zendesk

Zendesk Chat Redactions API

The Zendesk Chat Redactions API lets you programmatically remove sensitive information from chat transcripts and any shared files, so teams can meet security and privacy requirements without deleting entire conversations. You can target specific parts of a message (for example, a credit card number or password), redact an entire message, or remove an attachment; the change is permanent and designed to preserve the rest of the transcript and its metadata.

Documentation GitHub OpenAPI

Documentation

📖

Documentation

https://developer.zendesk.com/api-reference/live-chat/chat-api/chats/

Specifications

⚙

OpenAPI

https://raw.githubusercontent.com/api-evangelist/zendesk/refs/heads/main/openapi/chat-redactions-openapi-original.yml

OpenAPI Specification

openapi: 3.1.0
info:
  version: "1.0"
  title: Zendesk Chat Redactions
  description: Needs a description.
paths:
  /api/v2/chat_redactions/{ticket_id}:
    parameters:
      - $ref: '#/components/parameters/TicketId'
    put:
      operationId: RedactChatComment
      tags:
        - Ticket Comments
      summary: Zendesk Put  Api V2 Chat_redactions Ticket_id
      description: >
        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: 


        ```json

        {
          "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](#redact-ticket-comment-in-agent-workspace).


        #### Allowed For


        - Agents


        [Agent
        Workspace](https://support.zendesk.com/hc/en-us/articles/360024218473)
        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](/api-reference/ticketing/tickets/ticket_audits)                                                                                                            |

        | chat_index               | integer | false    | The `chat_index` in
        the `ChatMessage` event in the ticket audit. See [Ticket
        Audits](/api-reference/ticketing/tickets/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](/api-reference/ticketing/tickets/ticket_audits).  Wrap `message`
        with `<redact>`
        tags                                                                           |


        To get the required body properties, make a request to the [Ticket
        Audit](/api-reference/ticketing/tickets/ticket_audits) endpoint. Example
        response:


        ```http

        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!"
                    }
                  ]
                }
              }
            ]
          ]
        }

        ```
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/TicketChatCommentRedactionResponse'
              examples:
                default:
                  $ref: >-
                    #/components/examples/TicketChatCommentRedactionResponseExample
components:
  schemas:
    TicketChatCommentRedactionResponse:
      type: object
      properties:
        chat_event:
          type: object
          description: Chat event object
          properties:
            id:
              type: integer
              description: Id assigned to the chat event object
              readOnly: true
            type:
              type: string
              description: Type of chat event
              readOnly: true
            value:
              type: object
              description: The value of the chat event object
              properties:
                chat_id:
                  type: string
                  description: Id of the chat session
                  readOnly: true
                history:
                  type: array
                  description: Chat events within the chat session
                  items:
                    type: object
                    additionalProperties: true
                visitor_id:
                  type: string
                  description: Id assigned to the visitor
                  readOnly: true
              readOnly: true
          readOnly: true
      example:
        chat_event:
          id: 1932802680168
          type: ChatStartedEvent
          value:
            chat_id: 2109.10502823.Sjuj2YrBpXwei
            history:
              - actor_id: 1900448983828
                actor_name: Visitor 36044085
                actor_type: end-user
                chat_index: 0
                timestamp: 1632470783218
                type: ChatJoin
            visitor_id: 10502823-16EkM3T6VNq7KMd
tags:
  - name: Ticket Comments