You can take steps to secure sensitive information contained in your Zendesk, including:
Removing information from email notifications
The default triggers in Zendesk Support produce a variety of email notifications sent to users and cc's. The emails may contain information you don't want to make public. For example, if you're a HIPAA-compliant company in the U.S., you don't want personal health information to be accidentally sent in subjects or comments in the email. You can edit the triggers to remove the information from the emails.
To remove information from email notifications
- InAdmin Center, click
Objects and rulesin the sidebar, then selectBusiness rules > Triggers. - For each trigger that sends email notifications, clickEdit.
- In theEmail SubjectorEmail bodyof the trigger action, delete the dynamic content placeholders for the ticket subject (
{{ticket.title}}) and comments, including any of the following placeholders:{{ticket.description}}{{ticket.comments_formatted}}{{ticket.public_comments_formatted}}{{ticket.latest_comment_formatted}}{{ticket.latest_public_comment_formatted}}
- ClickUpdate Trigger.
For more information, see theZendesk Support placeholder reference.
Making ticket attachments private
Attachments use links in Zendesk Support. Without enabling private attachments, any link found by an individual can be accessed without first authenticating into Zendesk. Enable private attachments unless there's a strong business reason not to. SeeWorking with attachments in tickets.
Redacting credit card numbers from tickets
You can redact, or remove, digits from credit card numbers found in ticket comments or custom fields so that the numbers are no longer useful. SeeAutomatically redacting credit card numbers from tickets.
Redacting other ticket information
If you have theZendesk Agent Workspaceenabled on your account, you can use native ticket redaction to redact ticket content. SeeRedacting ticket content.
3 Comments
It is amazing that Zendesk offers native capability to redact any sensitive information from the ticket. However, it is manual and time-consuming to redact even as little as 10 tickets. Also, it is error prone and non-compliant if an agent misses redacting a message/attachment.
We, at Strac, have built a Zendesk Redactor solution which will automatically detect and redact messages/attachments. It will also redact portions of sensitive data in images/attachments. Please check us out here:https://strac.io
Hi there, does anyone know how we could restrict light agents from accessing certain attachments (such as quotations, PO's) while still being able to upload and work with photographs, for instance?
Hello EM-COP Admin! First of all, welcome to our Community!
I'll go ahead and create a ticket for you so we can check this further. You should be receiving an email shortly! Thanks! :)
Pleasesign into leave a comment.