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Automatically detecting sensitive information for redaction



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Erin O'Callaghan

Zendesk Documentation Team

Edited Feb 11, 2025


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7 comments

Any thoughts about including attachments into the functionality? 

My organization deals with a lot of sensitive attachments, these are currently manually redacted every time.  To be able to automate this would be a massive time saver for us.

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A little disappointed to see that identifying DOBs or SSNs aren't part of this product. It doesn't happen often, but we need to reliably redact highly sensitive personal information if it's shared through a Zendesk ticket.

Would also like to see toggles for each class of thing that redaction suggestions is suggesting. We don't necessarily need to redact addresses, but we might need to redact other sensitive information. Redaction suggestions as they exist right now make it difficult to double-click to select and copy for searching in our internal systems.

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Agreed with Lance's feedback, it's spot-on.

I'm also on board with the suggestion for the ability to input a regex and trigger a match on that. This would be incredibly useful for catching specific patterns like CUI

 

More customization options are always a plus.

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We should have the option to redact automatically without agent intervention.

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

My team is wondering if we can add a list of known sensitive keyword that should be highlighted ?

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Shawna James

Community Product Feedback Specialist

Hey Shona, thank you so much for taking the time to provide us with your feedback here with a request to see this automated. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Sebastiaan Cools

Zendesk Luminary

Will the redaction suggestions also come for other languages than English? 

And if they do, is there a timeline?

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