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?
What to do when customers give us their cc number
This topic has been closed for replies.
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.
Thriyambhakesh Ravi
Technical Account Manager, Freshdesk
p : +61281884692
e : thriyambhakesh.ravi@freshworks.com
My bad, please refer to the screenshots here.
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:
Hello?? Why is this thread marked "Solved"? @Thriyam, your suggestion did not help. You should get confirmation from the customer before marking something "Solved."
+12Hello 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!
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.