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?
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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!
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