The steps outlined below are a short-term solution as we continue to build redaction APIs and a Dashboard compliance tool. Keep an eye out for our monthly newsletters where we will be announcing these features!

You may need to have information about an Issue or end user redacted under the following circumstances:

  • An end user has sent sensitive data in a message to an Agent unknowingly.
  • An end user has attached or uploaded a file with sensitive data to an Issue.
  • An end user has invoked Article 17 of the GDPR, “Right to Be Forgotten”.

Steps to submitting a redaction request to comply per the scenarios listed above are as follows:

1. Download our template spreadsheet to format and submit your redaction request

2. Within that CSV file, copy-paste the following information about the Issue:

  • Column A: your domain name (exact match as it appears in your Dashboard URL)
  • Column B: the app name (use underscores for spaces, ex. demo_app)
  • Column C: the Issue ID number (enter numbers only)
  • Column D: the end user’s email address (only required for user redaction requests; optional for Issue redaction requests)
  • Column E: the type of redaction, either ‘I’ for an entire Issue or ‘U’ for an end user
    • Please note: ‘U’ is meant for end users who are invoking their “Right to be Forgotten” per GDPR legislation.

3. Once you’ve created this spreadsheet, notify the Admin of your team that you have a redaction request.

4. As the Admin, you should then review the redaction nominations and the CSV filename to ensure everything is correct. Once you’ve done so, send an email to support@helpshift.com with the subject line ‘Redaction Request: {DOMAIN}’ and attach the .CSV file with the file name as: {DOMAIN}_RedactionRequest_AdminName_DDMMYY.

Our support team will follow up with an email confirmation once the submitted file has been processed for redaction. We will process all redaction requests within 28 days from the time of submission.