How to Redact PII in Zendesk Tickets
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 PII, click on the highlighted text in orange, then select 'Redact' from the menu. Alternatively, you can open the redaction editor to manually select and redact information. To redact all identified PII in a comment, use the options menu on the right side of the ticket and select 'Redact highlighted text'. Remember, once redacted, this action cannot be reversed, so proceed with caution.
More related 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…
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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