Answered

What to do when customers give us their cc number

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?


Best Answer

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!


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."

Answer

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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