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Automatically redacting credit card numbers from tickets



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Charles Nadeau

Zendesk Documentation Team

Edited Jan 14, 2025


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19 comments

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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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.

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

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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.

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

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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 

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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? 

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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

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

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Andrei Kamarouski

Community ModeratorThe Wise One - 2021

Hey guys, does it support Messaging tickets? 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Andrei Kamarouski yes automatic redaction supports Messaging tickets too :) 

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Hi, 

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

Simon 

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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.

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Thanks for the reply Noly Maron Unson 

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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?

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

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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. 
 

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We also do not have this feature, despite paying for it. 

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Zanes Pullin I'll create a ticket on your behalf so we can check on your account, you'll receive an email shortly, thank you!

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