Is it possible to redact information only from specific tickets?

Yes, you can filter tickets using trigger conditions.
 

How does it work?

If you want the app to remove sensitive information only from certain tickets, adjust the trigger conditions in the triggers you’ve created. This ensures that only tickets meeting the specified criteria will be processed.

To access the triggers, click the AI Ticket Redaction icon on the left in your Support workspace. 
Note: If you have numerous apps installed, it might be hidden under the three dots on the lower left part of your screen. Click on this icon to proceed.



To adjust a trigger, first select the one you want to modify. When it opens, click on either Zendesk Trigger Configuration or Open Trigger in the Admin Center to access the trigger settings. Here, you can modify the settings so that the trigger only applies to specific tickets.

Need help or want to learn more about Knots automations?
Feel free to reach out to us at support@knots.io or get in touch via our contact form.