Redaction app is not removing ticket content

[NYtaz]

I have copied and pasted the same string values (full name, date of birth, address, phone number) into the redaction app five times in the same ticket, it shows zero matches, I click on Yes, Redact the above Message anyway and get the usual message to refresh the page to show the redaction and the same string values remain.

I am not getting any error messages. It is as if the redaction app cannot find the string values to redact.

[NYtaz]

I forgot to mention the original email had a screenshot with the information that was converted to plain text when the email was made into a ticket in my zendesk account.

[Dan-Ross]

We see similar issues from ad-hoc testing, it seems that the text detection is broken by apostrophes (possibly other characters as well). We use Rich Text account wide - this would be a great update.