Question
A customer sent sensitive information in a messaging ticket. Can I manually redact the information in a messaging ticket?
Answer
Yes, you can manually redact information from messaging tickets created after April 2022. Wait until the messaging conversation is inactive to redact. If the ticket was created before this date and contains sensitive details, delete the ticket or create a new ticket to capture any non-sensitive details.
Credit card information is automatically redacted in messaging. This internal redaction feature can be controlled using the app setting maskCreditCardNumbers.
For more information, see the SunCo API documentation.
Tip: If you have the Advanced Data Privacy and Protection add-on, you can configure redaction suggestions to automatically detect and highlight personally identifiable information (PII) in tickets for redaction.
For more information, see the articles: Redacting ticket content.
1 comment
Simon Stone
What about when a customer emails a request to zendesk and includes sensitive data in the email subject line? It seems like there is no way to redact data from the Ticket Subject…
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