Feature Request Summary:
Zendesk should give admins the ability to control who can access user e-mails and phone numbers. This could be achieved by an option to redact, hash or completely make it inaccessible these user fields, for certain agent roles. Currently, there is no way to hide user information from agents, which raises a security issue while working remotely.
In our current setup, agents only respond to incoming chats and emails, they distinguish end-users by the "requester" field in the ticket, left side on agent workspace. On the right side there's the "profile card" which currently has the option to hide user details such as telephone and e-mail. However in the agent workspace there the "user profile" tab. this allows them to access any information of the profile.
Business impact of limitation or missing feature:
This is a security concern on our side as we try to explore remote working options. As user data is accessible by any user, it makes the data breaches so easy.
We would much prefer to use, user id's or any other identifier to select users on tickets if needed.
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