Zendesk

Zendesk Comment Redactions API

The Zendesk Comment Redactions API lets you programmatically and permanently remove sensitive information from ticket conversations without deleting the entire message. By targeting a specific ticket comment and supplying the text to scrub (for example, credit card numbers, passwords, or PII), the API replaces the matching content in both the plain text and HTML versions with a redacted placeholder and records a redaction event in the tickets audit trail.

Documentation GitHub OpenAPI

Documentation

📖

Documentation

https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/

Specifications

⚙

OpenAPI

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

OpenAPI Specification

openapi: 3.1.0
info:
  version: "1.0"
  title: Zendesk Comment Redactions
  description: Needs a description.
paths:
  /api/v2/comment_redactions/{ticket_comment_id}:
    parameters:
      - $ref: '#/components/parameters/TicketCommentId'
    put:
      operationId: RedactTicketCommentInAgentWorkspace
      tags:
        - Ticket Comments
      summary: Zendesk Put  Api V2 Comment_redactions Ticket_comment_id
      description: >
        Redaction allows you to permanently remove words, strings, or
        attachments from a ticket comment.


        In the `html_body` of the comment, wrap the content you want redacted in
        `<redact>` tags. Example:


        ```json

        {
          "html_body": "<div class=\"zd-comment\" dir=\"auto\">My ID number is <redact>847564</redact>!</div>",
          "ticket_id":100
        }

        ```


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


        To redact HTML elements such inline images, anchor tags, and links, add
        the `redact` tag attribute to the element as well as the `<redact>` tag
        to inner text, if any. Example: 


        `<a href="http://example.com" redact><redact>some link</redact></a>`


        The `redact` attribute only redacts the tag. Any inner text will be left
        behind if not enclosed in a `<redact>` tag.


        Redaction is permanent and can not be undone. Data is permanently
        deleted from Zendesk servers with no way to recover it.


        This endpoint provides all the same functionality that the [Redact
        String in
        Comment](/api-reference/ticketing/tickets/ticket_comments/#redact-string-in-comment)
        endpoint provides, plus:


        - Redaction of comments in closed tickets


        - Redaction of comments in archived tickets


        - Redaction of formatted text (bold, italics, hyperlinks)


        **Limitations**: When content is redacted from an email comment, the
        content is also redacted from the original email through a background
        job. It may take a while for the changes to be completed.


        **Note**: We recommend using this endpoint instead of the [Redact String
        in
        Comment](/api-reference/ticketing/tickets/ticket_comments/#redact-string-in-comment)
        endpoint, which will eventually be deprecated.


        #### Allowed For


        - Agents


        [Agent
        Workspace](https://support.zendesk.com/hc/en-us/articles/360024218473)
        must be enabled on the account. For professional accounts, deleting
        tickets must be enabled for agents. On Enterprise accounts, you can
        assign agents to a custom role with permissions to redact ticket
        content.


        #### Request Body Properties


        | Name                     | Type    | Required |
        Description                                                                                                                                      |

        | -------------------------| ------- | -------- |
        ------------------------------------------------------------------------------------------------------------------------------------------------
        |

        | ticket_id                | integer | true     | The ID of the
        ticket                                                                                                                             |

        | html_body                | string  | false    | The `html_body` of the
        comment containing `<redact>` tags or `redact`
        attributes                                           |

        | external_attachment_urls | array   | false    | Array of attachment
        URLs belonging to the comment to be redacted. See [`content_url`
        property of
        Attachment](/api-reference/ticketing/tickets/ticket-attachments/) |
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/TicketCommentResponse'
              examples:
                default:
                  $ref: >-
                    #/components/examples/TicketCommentsRedactionInAgentWorkspaceResponseExample
components:
  schemas:
    TicketCommentResponse:
      type: object
      properties:
        comment:
          $ref: '#/components/schemas/TicketCommentObject'
tags:
  - name: Ticket Comments