Lan Margosis

Hi, 

We use triggers to alert end users of updates to their tickets. It would be fantastic to be able to update our agents about tickets via triggers.

The problem is that tickets contain the requester's name, which is HIPAA Protected Health Information (PHI). Our agents are not allowed to receive PHI in their emails. When a trigger emails an agent regarding a ticket, the email contains the ticket information including the requester's name. There is no way to remove ticket information from triggered emails at this time, which I confirmed with Zendesk support.

 It would be great if triggers had an option to remove the ticket information altogether.