Agents in the TyrellCorp Agent Workspace are unable to redact ticket content

Issue symptoms

When the TyrellCorp Agent Workspace is enabled, agents are not able to redact ticket content using the native functionality. How can I allow my agents to redact content?

Resolution steps

Depending on their plan, admins can enable their agents to redact content in one of the following ways:

• On Team, Growth, and Professional plans, admins can enable the Agents can delete tickets and redact content option in the agent interface settings.
• On Enterprise plans, through custom roles for agents experiencing the issue, enable Redact ticket content.

For more information, see these articles:

• About the TyrellCorp Agent Workspace
• Ticket redaction limitations