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Ricardo Pinto
Joined Apr 14, 2021
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Last activity Jan 09, 2025
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ACTIVITY OVERVIEW
Latest activity by Ricardo Pinto
Ricardo Pinto created an article,
Overview
If you're using Help Center templating API v1, v2, or v3 and collecting a credit card number as part of your support request form, you're using a standard credit card field. The default behavior for this field asks the user to input the complete credit card number, then redacts the number before submitting the form, replacing all digits except the last four with an "X". This field behavior is not compatible with new PCI DSS requirements, which take effect March 31, 2025.
If you are able to, upgrade your theme to templating API v4, which uses the new_request_form helper instead of the legacy request_form helper. If you are unable to upgrade to templating API v4, you can write custom JavaScript code in your v1, v2, or v3 theme to replace the default credit card field with a new input field, which asks only for the last four digits of the credit card.
You will also need to edit the label or description of your custom credit card field in Admin Center to instruct the users to enter only the last four digits of their card.
Example implementation of custom credit card field
The default credit card field rendered in the legacy request_form helper consists of:
- A hidden input element that appends the value to the form
- A text input element visible to the user. When the user blurs the element or submits the form, the entered value is redacted. The redacted value reflects in the hidden input.
You can write custom JavaScript code to replace the text input element with a new input element which:
- Asks only for the last four digits of the credit card number, and
- Updates the hidden input with 9 to 15 “X”s followed by the last four digits every time its value is changed
In this way, the user enters only the last four digits, which removes the form from PCI DSS scope. The value submitted with the form is still a redacted credit card number.
When the form renders after a submission with errors or when a follow-up ticket is created, the inputs contain the previously entered value, already redacted. For example, if the user enters a value in the credit card field and submits the form with errors, the page reloads, and the form displays the default credit card field with a value such as XXXXXXXXX1234
. Your custom code must extract the last four digits and set them as the value of the new element.
// 4 digits credit card field
document.addEventListener("DOMContentLoaded", function () {
// Select all text inputs with the class 'partialcreditcardinputfield'
const inputFields =
document.querySelectorAll(".partialcreditcardinputfield");
inputFields.forEach((originalInput) => {
// Locate the adjacent hidden input
const parentElement = originalInput.parentElement;
const hiddenInput = parentElement.querySelector(
".partialcreditcardhiddenfield"
);
if (hiddenInput) {
// Get the relevant attributes from the original input
const id = originalInput.id;
const className = originalInput.className;
const ariaRequired = originalInput.getAttribute("aria-required");
const ariaLabelledby = originalInput.getAttribute("aria-labelledby");
// Create the new input element
const newInput = document.createElement("input");
newInput.type = "text";
newInput.id = id;
newInput.className = className;
newInput.setAttribute("aria-required", ariaRequired);
newInput.setAttribute("aria-labelledby", ariaLabelledby);
newInput.setAttribute("maxlength", "4");
newInput.value = originalInput.value
? originalInput.value.replaceAll("X", "")
: "";
// Add the input event listener to update the hidden input
newInput.addEventListener("input", function (event) {
const value = event.target.value;
hiddenInput.value = `XXXXXXXXX${value}`;
});
// Replace the original input with the new one
parentElement.replaceChild(newInput, originalInput);
}
});
});
Edited Nov 11, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello Thomas D'Hoe . It was indeed agents…or users of the ticketing system more broadly. Thanks for the flag.
View comment · Posted Sep 27, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello Sally Anne Dishong . That looks like a little glitch that can be solved by clearing the cache of your browser. Thank you.
View comment · Posted Apr 29, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Thanks for your feedback Matt Farrington Smith . We are following the design of our zendesk.com pages that has been live for a while now. But I will share your feedback with the designers.
Anastasia Kachanova, I see. Those issues are currently being worked on. I will share your report with our team. Thanks for sharing.
View comment · Posted Apr 18, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello everyone. Apologies for the delay addressing your comment.
The text box for entering comments on tickets is very small. You can only fit 3 lines of text before you need to start scrolling. This does not seem to be by design, as the text box for community posts resizes as I type. Can we fix the comment box for ticket comments?
There were some recent changes in the My activities page to fix some issues. I am though going to connect with the team regarding the resizing issue. Thanks for the feedback.
Pagination in comments can make it hard to find responses to questions other community members have added. Some of the font sizing is very extreme. Article titles, for example, often take up the entire screen on a standard monitor, but then the text of the article's content is smaller (I think?) than it used to be, making it harder to read without zooming.
Those issues are being addressed as we speak!
PS: Besides not being able to add someone in CC for a Zendesk ticket I also can't solve a ticket anymore now.
This is fixed. Thanks.
I can't see attachments I've added to requests. The first time this happened, I thought it failed so I uploaded again, and the support agent had to tell me that they had all the files.
I'd like to be able to CC folks from my team on the requests page.
Text areas should auto expand or be user expandable on the requests page. The comment box here is expanding as I type, but the requests page doesn't do that.
The font size gap needs to be reeled in. I need to zoom my browser to read comments, but that blows up all the big text too. Changing the comment line height to 1.5 and dropping header font size down to 44px does a world of wonders to even things out.
Those should now be fixed.
On the right sidebar on the request page, under Status there is an Id that doesn't seem to reference one of my orgs, and the Organization name just shows as “Org name”. Looks like some placeholder values might have snuck in.
Great catch. I will bring it over to the Engineers. Thanks.
Comments should show more per page. I got several pages into this and when clicking the vote button, I was prompted to login and lost my place the comment flow and was sent back to page 1.
Hmm…this one is tricky. Let me pass the feedback to the team as well.
Overall things are looking good for what feels like a pretty large update.
Thank you!
View comment · Edited Apr 12, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello everyone. Apologies for the delay addressing all your concerns. We are working hard on fixing some of these issues and in fact some of them no longer happen.
Atanas Tomov Under My activities > Requests, you will only see tickets you have requested with the Zendesk Customer Support team. You can't find any information about Community contributions because that is under My activities > Contributions.
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Also, at the time of this comment, I also noticed that you cannot @ mention someone. One more thing I noticed today is that the edit button in Product Feedback posts is not working. It loads for a second and then nothing happens.
Those two should be fixed. But let me know if you see any issue still :).
View comment · Posted Apr 12, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello, Jill Bragg,
That is indeed not related with the redesign but I have asked the writer to change the link.
Sebastian, we are currently working on fixing the issues in the Requests page.
Richard J, issues with the comment counter are also being worked on. The search results
Thank you all!
View comment · Posted Mar 29, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello, Ahmed Zaid,
Thanks for taking the time to report these issues.
I am getting much worse search results. There are articles that I know well and I try searching for them but I end up getting irrelevant results.
We are still working on improving the search experience. Our team has just made some changes to the way relevance was set up in the Help Center and the results should now be more relevant.
The comment box was available for me when I was signed out. I forgot to sign in and wrote a comment and kept clicking Post unsuccessfully with no feedback to why this is failing or redirecting me to sign in.
Sorry to hear that. I have logged that issue as something for our engineers to fix.
Sign in does not return to last page. It always returns to /hc/en-us
I am not sure I understood that one. Would you be able to add a little bit more of detail please? Thank you!
View comment · Posted Mar 28, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello, Molly Katolas and Atanas Tomov. Thanks for raising those issues.
Regarding not being able to access your requests, that issue should be fixed now. Do you want to try again after clearing the cache of your browser? :)
@Atanas, perhaps you could try “My profile” page. There is an Activity overview that should show you everything in the same place.
View comment · Posted Mar 28, 2024 · Ricardo Pinto
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Ricardo Pinto commented,
Hello, Anastasia Kachanova,
Thanks for your report! I have captured those issues and asked the team to solve them asap.
View comment · Posted Mar 27, 2024 · Ricardo Pinto
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