Automatically redacting credit card numbers from tickets

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  • 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:

  • 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.

  • Joseph Reppen

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

  • 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.

  • Myron

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

  • 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: 

  • 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? 

  • 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:

  • Lisa Setford

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

  • Andrei Kamarouski
    Community Moderator
    The Wise One - 2021

    Hey guys, does it support Messaging tickets? 

  • Audrey Ann Cipriano
    Zendesk Customer Care

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


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