In Freshdesk you should be able to highlight any text and permanently redact it. This is required to remove PII and other sensitive data from further storage and distribution, in compliance with GDPR and other regional data protection regulations.
The Freshdesk inbuilt and recommended app for redacting credit card information is insufficient as PII and sensitive data can take many forms, e.g., name, email address, phone number, social handles, usernames, health conditions, ethnicity, business card, company, company role, date of birth, physical address, etc., relational data which could identify a person, e.g., relationship to a product.
Users should be able to view a single ticket page in Freshdesk and highlight any text, picture or attachment in the thread and redact it (black it out, or remove it). There should be no need to split and edit tickets and re-merge them to achieve this.
