Erasing Personal Information
Last Updated -
With Desk.com you're able to allow users (with the correct permissions) to delete customer communications that contain personal information such as financial information and social security numbers. That way they're erased from your cases and won't be visible in replies or when viewing the case.
If a customer has sent you information that shouldn't be exposed, right from the case view you'll be able to remove it. Go to the case and then click on "Erase".
Once "Erase" has been clicked you'll see the message replaced by a note saying the content was erased and when it was erased.
Allowing Agents to Erase Content
To enable agents to be able to erase content:
Step 1: Go to Admin → Cases → Agents
Step 2: Go to the "Erase Content" section and choose who should be allowed to erase content. Administrators can limit access to no one, a specific group, or an individual. By default, this feature is turned off.