I'm wondering if anyone could share some ideas around handling sensitive information in ticket email notifications. Normally in a standard email environment we'd just send a secure email. I understand that Zendesk emails use opportunistic TLS, but if the other party isn't supporting that, then the email would not be sent securely and thus we have to be judicious with our ticket comments.
I had an idea that I'm currently testing, but I feel like it could be better. I added a custom "Secure" checkbox tied to a "secure" tag, and modified any relevant email triggers/automations to exclude tickets with the secure tag. Then I created separate triggers/automations for tickets with the secure tag to send a notification to the requester and assignee generally stating the ticket has been updated, login to view comments.
Currently it seems to work fine, but with complaints from end users (and some agents) that they don't like having to login to see the comments.
Does anyone have better suggestions, or could share how you handle sensitive information? I'd be most grateful!
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