Our company maintains HIPAA compliance and we've been using the redaction app to handle PHI sent in by customers as we were under the impression this was an app created and endorsed by Zendesk. We've found more and more that it's not reliable. We just had a ticket show up in our QA software where the redaction tool didn't work. The agent had used the app to redact attachments that had PHI, but the attachments still showed up and were completely viewable in our QA software. This is not the first time something like this has happened with this app.
Our company maintains HIPAA compliance and we've been using the redaction app to handle PHI sent in by customers as we were under the impression this was an app created and endorsed by Zendesk. We've found more and more that it's not reliable. We just had a ticket show up in our QA software where the redaction tool didn't work. The agent had used the app to redact attachments that had PHI, but the attachments still showed up and were completely viewable in our QA software. This is not the first time something like this has happened with this app.