Automatically redacting credit card numbers from tickets

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18 Comments

  • Dan Vega

    I made a Minerva interactive step-by-step guide to help you walk through automatically redacting credit card numbers in Zendesk. Minerva is a guide that shows you where to click, and what to do next, so you can set this up on your own account. You can follow the link here for the step by step instructions:

    https://www.minervaknows.com/howto/minervateam-zendesk-com-how-to-automatically-redact-credit-card-numbers-woslgsg568p7.html?utm_source=forums&utm_medium=dan&utm_campaign=zendesk

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  • Greg Clapp

    Interestingly, geolocation lat/lon coordinates sometimes look like credit card numbers to the redaction feature. I had to turn redaction off because it was blanking out part of my lat/lon coordinates in a custom field. Took me a while to figure out what was going on. Luckily it's not likely my users will be putting CC numbers in tickets or this could be a real problem.

    1
  • Joseph Reppen

    What about if a user puts in a Social Security number, is there any way to redact that?

    4
  • Dane
    Zendesk Engineering

    Joseph Reppen,

    Numbers are redacted if they're between 12 and 19 digits long. As it turns out, Social Security number is only 9 digits long. Therefore, it will not be part of the automatic redaction. 

    There's an option to manually redact it. Please refer to Redacting ticket content in the Zendesk Agent Workspace.

    0
  • Myron

    What about redacting credit card numbers from the recordings? Is there a way to automate redaction in a conversation?

    1
  • Hello Strac

    Hi Joseph Reppen,

    Strac automatically detects and redacts sensitive information like SSN, DL, Passport, Identity Documents, Credit Card, Bank Numbers, and more. You can check it out here: https://www.strac.io/integrations/zendesk 

    1
  • Lisa Setford

    Is there a way to stop the redaction for gift cards with the same amount of digits as credit cards in Web Chat and Emails? 

    1
  • Hello Strac

    Hi @Lisa Setford,
    Yes, with Strac redactor - you can redact claim codes, gift card codes, promo codes.

    Please let us know if you’d like to try it out. Our website: https://strac.io

    1
  • Lisa Setford

    Thank you, will have a look to see if suitable for our needs. 

    1
  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey guys, does it support Messaging tickets? 

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Andrei yes automatic redaction supports Messaging tickets too :) 

    0
  • Simon Blum

    Hi, 

    When in the workflow does automatic redaction take place? ie will webhooks / events with ticket data contain unredacted information? Thanks

    Simon 

    1
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Simon,

    The data is redacted when the ticket is created, and on future comments and internal notes, to prevent the full credit card number from being stored with Zendesk. The events will not contain unredacted information. 

    Hope this helps.

    0
  • Simon Blum

    Thanks for the reply Noly Maron Unson 

    0
  • Mackenzie Ribbink

    We have automatic redaction enabled but it was my understanding that this is only for customer-submitted text. We had an automatic redaction on an internal comment today because the account number we linked was too long. How can we ensure that does not happen automatically?

    0
  • Francis Casino
    Zendesk Customer Care
    Hello Mackenzie,
     
    To prevent automatic redaction in Zendesk for internal comments, follow these steps:
     
    1. Review Redaction Rules:
      • Go to your Zendesk Admin settings.
      • In the Admin Center, under "Settings," find the "Security" or "Privacy" section.
      • Look for the "Redaction" or "Content Redaction" settings. Review the existing redaction rules to ensure they are not set to redact internal comments.
    2. Edit or Create New Redaction Rules:
      • If you find that the existing redaction rules are affecting internal comments, you can edit these rules to exclude internal comments.
      • If you need specific guidance on creating or modifying redaction rules, consult Zendesk's official documentation or support resources.
    3. Training and Guidelines:
      • Ensure that your team is aware of the redaction rules and understands how to handle sensitive information in internal comments.
      • Implement internal guidelines and training to avoid entering sensitive information that might trigger automatic redaction.
    4. Testing and Monitoring:
      • Regularly test and monitor the redaction rules to make sure they are working as intended and not affecting internal comments.
    5. Contact Zendesk Support:
      • If you encounter difficulties or if the redaction rules are not behaving as expected, consider reaching out to Zendesk Support for further assistance and guidance.
         
    By reviewing and potentially adjusting the redaction rules, training your team, and implementing guidelines, you can minimize the chances of internal comments being automatically redacted in Zendesk.
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  • Mackenzie Ribbink

    Francis Casino I do not have "Redaction" or "Content Redaction" settings other than the automatic redaction that you can enable or disable.

    1
  • Francis Casino
    Zendesk Customer Care
    Hello Mackenzie,
     
    I want to express my apologies for any confusion caused. To resolve the issue you're facing, I will initiate the process of opening a support ticket. This will allow our team to thoroughly investigate the problem, gather additional details, and work towards a resolution. Please be assured that we are committed to resolving this matter promptly. If you have any additional information that you believe would be helpful for our investigation, please feel free to share it within the ticket. 
     
    -1

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