Detect Sensitive Info for Redaction - Frequently asked questions
Frequently asked questions
What is the redaction suggestions feature in Zendesk?
The redaction suggestions feature in Zendesk automatically highlights certain types of personally identifiable information (PII) within a ticket for agents with appropriate permissions. This allows agents to quickly redact sensitive information,…
How can I enable and configure redaction suggestions in Zendesk?
To enable and configure redaction suggestions in Zendesk, admins need to access the Admin Center. By default, this feature is turned on, but you can customize it to suit your needs. In the Admin Center, navigate to Account > Security > Redaction…
What types of PII can Zendesk's redaction suggestions detect?
Zendesk's redaction suggestions can automatically detect a variety of personally identifiable information (PII) within ticket comments. This includes first names, surnames, email addresses, physical addresses, credit or debit card numbers, IBANs,…
What are the limitations of Zendesk's redaction suggestions?
While Zendesk's redaction suggestions are a powerful tool for managing sensitive information, there are some limitations to be aware of. The feature does not work on ticket subjects, active messaging conversations, or messages stored in the Answer…
How do I redact identified PII in Zendesk tickets?
Redacting identified PII in Zendesk tickets is straightforward for admins and agents with the necessary permissions. You can choose to redact a single piece of identified PII or all PII within a single ticket comment. To redact a single piece of…
Can Zendesk automatically redact sensitive information without agent intervention?
Currently, Zendesk's redaction suggestions require agent intervention to redact sensitive information. While the feature automatically highlights PII, agents or admins with the appropriate permissions must manually confirm and redact the…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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