Automatically redacting credit card numbers from tickets (Professional and Enterprise) Follow

Comments

12 comments

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    Chris Chapman

    Can you address if the card numbers are redacted if the credit card/bank information is provided on an attached document (PDF, Word, Excel, etc.)?

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    Jessie - Community Manager

    Hey Chris!

    This will not redact anything in ticket attachments. You do, however, have the option to redact the attachment itself.

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    Zac (Edited )

    This is a highly useful feature, but we also find it redacts other items such as EAN numbers for identifying products. For some businesses, that is important information and it's very difficult to correspond over email without being able to easily pass that information. It would be helpful if this feature more narrowly focused on credit cards, instead of all number sequences 12-19 digits long. 

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    Steven Johnson

    Hi, is there a way to set up a rule to not redact numbers within a set pattern? For instance, gift card numbers are being redacted through Zendesk (their numerical pattern must be similar to credit cards), but they shouldn't be.

    Just curious - all our gift card numbers follow a set pattern, so was wondering if we could set up a rule where numbers that start with "123456" (as an example) not be redacted.

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    Jessie - Community Manager

    Hi Steven!

    I'm afraid it's not possible to set up a rule or filter like that. Are your customers emailing you or submitting their requests through a ticket form? If you're using a ticket form, you could get around this by creating a custom field to capture gift card information. 

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    Mark Hinson

    hi Jessie,  

    Once a number that a end-user has provided in an email has be recognised as a potential c/c number and it has been part masked.  Is it possible for some Agent users to still see the number and some, maybe restricted by Role, to not be able to see the number, or are the numbers blocked for every user?

    thanks, Mark

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    Jessie - Community Manager

    Hi Mark!

    This feature is all-or-nothing...if it's enabled, it's enabled for everyone; there are no role restrictions that can be used to make that data available some users and not others.

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    Andrea Rodriguez

    We think this is a great feature (since our clients frequently send us their direct deposit information!)  However we work with UPC bar codes and EAN (which are either 12-13 digits long) and we are finding those numbers redacted. Is there anyway we can get around this feature for these particular cases? We correspond with 3 party clients and the way we identify a product is by UPC number. 

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    Molly VS

    Hey Andrea,

    Unfortunately there aren't any customization options with this setting. You might want to check out the Ticket Redaction App which is manual but allows you to be selective. 

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    Kalpesh Shah

    This is a useful feature. Is there a way to redact the security code and expiration date as well?

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    PJ Sto. Domingo

    Hey Kalpesh! This particular feature focuses only on the credit card information, but you would be able to manually redact certain information on the ticket such as the expiration date, or the security code using the Ticket Redaction App. Thanks!

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    Emily Harris

    Is it redacted before the ticket is opened/ read or only after ticket status changes? For example, if we wanted to see it initially to update the customers account but don't want it to save.

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