This article describes how to configure advanced security settings for help desk connections in Zendesk QA. When you connect your help desk to Zendesk QA, all conversation-related data is automatically pulled in. The advanced security settings help protect the privacy of your customers and support agents by filtering out selected content so it is not visible to reviewers and is not stored by Zendesk QA.
This article contains the following sections:
Accessing advanced security settings
The advanced security settings options are available by clicking Show advanced options when you are adding a new help desk connection.
Understanding advanced security options
The advanced security settings include the following options. Note that the options available vary depending on the help desk you are using.
- Mask customer data hides all customer-related information in conversations, including name, email, phone number, bank credentials, etc.
- Ignore conversation content brings over the conversation content only when you are reviewing; nothing is stored on our servers. See Understanding the Ignore conversation content setting below.
- Ignore attachments disables storing the URLs of conversation attachments on Zendesk QA. This data is pulled in on-demand when a conversation is opened for review.
- Hide sensitive data fields excludes the defined custom fields when pulling data from your help desk.
- Sync only conversations that allows you to include or exclude conversations with certain tags, and that include or exclude certain groups.
Understanding the Ignore conversation content setting
If you enable Ignore conversation content, the following data-backed features will not be available:
- Conversation Insights
- Outliers
- Sentiment filter
- AutoQA
- Conversation content translation
- Zendesk QA AI Suite filters, as listed below.
