Announced on | Rollout starts | Rollout ends |
September 2, 2024 | September 2, 2024 | September 5, 2024 |
Zendesk is pleased to announce that PII redaction suggestions are now available for customers in the Advanced Data Privacy and Protection add-on.
This announcement answers the following questions:
What’s changing?
Zendesk administrators can now select a set of pre-defined Personally Identifiable Information (PII) types that will be detected and highlighted for redaction in Agent Workspace.
The selected PII types can be automatically highlighted within the redaction editor, or directly on the Agent Workspace convolog, depending on the administrator's preference.
This feature is similar to the ticket redaction feature. However, redaction suggestions proactively identify PII rather than rely on the agent to identify PII that needs to be redacted.
Why is Zendesk making this change?
We're making this change so that you can achieve a more consistent redaction of PII in your account. This feature decreases the amount of time agents have to spend reading through tickets and identifying PII for redaction.
This change also paves the way for future features that will allow you to add automation to PII redaction.
What do I need to do?
If you have our Advanced Data Privacy and Protection add-on, you can configure redaction suggestions in Admin Center. See Automatically detecting sensitive information for redaction.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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