Securing sensitive information

You can take steps to secure sensitive information contained in your Zendesk, including:

• Removing sensitive information from email notifications
• Making ticket attachments private
• Redacting credit card numbers from tickets
• Redacting other ticket information

Removing information from email notifications

The default triggers in Zendesk Support produce a variety of email notifications sent to users and cc's. The emails may contain information you don't want to make public. For example, if you're a HIPAA-compliant company in the U.S., you don't want personal health information to be accidentally sent in subjects or comments in the email. You can edit the triggers to remove the information from the emails.

To remove information from email notifications

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Triggers.
2. For each trigger that sends email notifications, click Edit.
3. In the Email Subject or Email body of the trigger action, delete the dynamic content placeholders for the ticket subject ({{ticket.title}}) and comments, including any of the following placeholders:
   • {{ticket.description}}
   • {{ticket.comments_formatted}}
   • {{ticket.public_comments_formatted}}
   • {{ticket.latest_comment_formatted}}
   • {{ticket.latest_public_comment_formatted}}
4. Click Update Trigger.

For more information, see the Zendesk Support placeholder reference.

Making ticket attachments private

Attachments use links in Zendesk Support. Without enabling private attachments, any link found by an individual can be accessed without first authenticating into Zendesk. Enable private attachments unless there's strong business reason not to. See Working with attachments in tickets.

Redacting credit card numbers from tickets

Note: Credit card redaction is available on Professional plans and above.

You can redact, or remove, digits from credit card numbers found in ticket comments or custom fields so that the numbers are no longer useful. See Automatically redacting credit card numbers from tickets.

Redacting other ticket information

You have a couple options for redacting other ticket information:

• If you have the Zendesk Agent Workspace enabled on your account, you can use native ticket redaction to redact ticket content. See Redacting ticket content.
• You can install the Ticket Redaction app in Zendesk Support to redact other text strings or attachments from tickets. The app lets you permanently redact sensitive data such as ID numbers, credit cards, passwords, or attachments from your tickets. It can also redact data from voice comments including phone numbers, location, transcription text, and who responded to a call. See the Ticket Redaction App in the Zendesk Marketplace.
  Note: The Ticket Redaction app requires the user to have the ability to delete tickets. Only agents in Enterprise plans and above can use this app.