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Of course we tell them not to, but occasionally customers will give us their credit card number in a support ticket.  In order to be compliant with regulations, we can't keep messages that contain cc numbers.  Is there a way to delete just that one message without deleting the whole thread?







Hi Jeremy,




You should be able to delete the individual responses in each ticket in a ticket. Attached a screenshot of the same.



If the number is part of the description, please go ahead and edit the description.



Attached a couple of screenshots for your reference here.













animator.gif
Thriyambhakesh Ravi


Technical Account Manager, Freshdesk
p : +61281884692
e : thriyambhakesh.ravi@freshworks.com



















My bad, please refer to the screenshots here.













animator.gif
Thriyambhakesh Ravi


Technical Account Manager, Freshdesk
p : +61281884692
e : thriyambhakesh.ravi@freshworks.com












Your screenshots appear to be showing you deleting agent responses, not customer responses.  No such option shows for us in customer messages, as you can see:





image





This issue is not solved.



Hello?? Why is this thread marked "Solved"? @Thriyam, your suggestion did not help. You should get confirmation from the customer before marking something "Solved."



Hello Jeremy,




Apologies for the mis-communication. As of now, we don't have an option to delete customer responses on the ticket . However, there is a workaround using which you can remove a particular response from the ticket. You can use the split option in the response to create a new ticket and then delete the ticket . 




Let me know if this helps!




Cheers!



Okay, thanks.


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