Redacting identified PII (ADPP add-on)

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<p id="docs-hc-snippet" style="display: none;">As described inTurning on and configuring redaction suggestions, admins can turn on redaction suggestions in Zendesk. This feature, part of theAdvanced Data Privacy and Protection add-on, automatically highlights certain types of personally identifiable information (PII) within ticket comments for admins and agents who have theRedact ticket contentpermission. Agents can then click the highlighted PII and quickly redact it, helping to keep confidential information out of Zendesk.</p>
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<strong>Add-on</strong>
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<td>Advanced Data Privacy and Protection (ADPP)</td>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can redact personally identifiable information (PII) in ticket comments and PDF attachments to protect confidential data. Redaction can be done for single PII items, entire comments, or whole tickets. You can also unmark incorrect redaction suggestions. Redacted content is replaced with black bars or placeholders, and this action cannot be undone, helping maintain data privacy and compliance.</p>
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<p class="p">As described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6669399593882" target="_blank">Turning on and configuring redaction
suggestions</a>, admins can turn on redaction suggestions in Zendesk. This
feature, part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6561144266906" target="_blank">Advanced Data Privacy and Protection add-on</a>, automatically
highlights certain types of personally identifiable information (PII) within ticket
comments for admins and agents who have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents#:~:text=Redact%20ticket%20content" target="_blank">Redact ticket content</a> permission. Agents can
then click the highlighted PII and quickly redact it, helping to keep confidential
information out of Zendesk.</p>
<p class="p">PDF attachments are also highlighted when PII is detected anywhere within the document.
However, the entire attachment is marked rather than specific instances of PII within
it. You can redact the entire PDF attachment, but individual pieces of content inside
the document cannot be redacted separately.</p>
<div class="p">
<div class="note important" id="zug_redacting_PII_ADPP__note_thl_v3x_m1c">
<span class="importanttitle">Important:</span> Ticket redaction cannot be reversed. Use
caution when marking content for redaction.</div>
</div>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="zug_redacting_PII_ADPP__ul_zpz_ghx_m1c">
<li class="li"><a class="xref" href="#topic_xm3_m3j_s3c">Redacting PII</a></li>
<li class="li"><a class="xref" href="#topic_emg_2xt_ncc">Unmarking information for redaction</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="zug_redacting_PII_ADPP__ul_o5b_bjw_s3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9248330321050" target="_blank">Automatically redacting sensitive information
in tickets using triggers</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xm3_m3j_s3c">
<h2 class="title topictitle2" id="ariaid-title2">Redacting PII</h2>
<div class="body">
<p class="p">When redacting PII, you can delete a single piece of identified PII, all PII within a
single ticket comment, or all PII within an entire ticket at the same time.</p>
<p class="p"><strong class="ph b">To redact a single piece of identified PII</strong></p>
<ol class="ol" id="topic_xm3_m3j_s3c__ol_crt_1jx_m1c">
<li class="li">Within a ticket comment, click a redaction suggestion (text highlighted in
orange).<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_ppb_xkx_m1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_redaction_suggestions_redact_1120_update.png" width="600"></p>
</li>
<li class="li">(Optional) If you need to use the PII before redacting it, click the <strong class="ph b">Copy</strong>
icon (<img class="image" id="topic_xm3_m3j_s3c__image_wnm_kwt_ncc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_redaction_suggestions_copy_icon.png">) to copy the highlighted information to your
clipboard so that you can quickly paste it into another system or workflow as
needed.</li>
<li class="li">Click <strong class="ph b">Redact &lt;PII type&gt;</strong> to redact the highlighted item immediately,
or click the pencil icon (<img class="image" id="topic_xm3_m3j_s3c__image_ckb_4tt_ncc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_pencil.png" width="16">) to open the redaction editor. <p class="p">In the
redaction editor, the PII highlighting is preserved, and you can also
manually select and redact additional information from the comment. For more
information on working with the redaction editor, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170#topic_wrc_nsl_znb" target="_blank">Redacting ticket content</a>.
</p>
</li>
</ol>
<p class="p">The piece of redacted content is obscured with a black bar.</p>
<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_sdk_tlx_m1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_redaction_suggestions_obscured_piece_828_update.png" width="500"></p>
<p class="p"><strong class="ph b">To redact all identified PII within a single ticket comment</strong></p>
<ol class="ol" id="topic_xm3_m3j_s3c__ol_h3s_djx_m1c">
<li class="li">Find the ticket comment that you want to redact all PII from. </li>
<li class="li">Click the options menu (<img class="image" height="14" id="topic_xm3_m3j_s3c__image_mll_gjx_m1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) on the right side of the
comment. </li>
<li class="li">Select <strong class="ph b">Redact highlighted text</strong> to redact all highlighted items
immediately, or click <strong class="ph b">Mark text for redaction</strong> to open the redaction
editor. <p class="p">In the redaction editor, the PII highlighting is preserved, and you
can also manually select and redact additional information from the comment.
For more information on working with the redaction editor, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170#topic_wrc_nsl_znb" target="_blank">Redacting ticket
content</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_xq3_ykx_m1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_redaction_suggestions_redact_highlighted_text_828_update.png" width="500"></p>
</li>
</ol>
<p class="p">All identified PII in the ticket comment is obscured with a black bar.</p>
<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_ozf_zkx_m1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_redaction_suggestions_obscured_all_828_update.png" width="500"></p>
<p class="p">Redacted attachments are replaced with an "Attachment redacted" placeholder.</p>
<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_y1b_q3j_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/PII_redacted_attachment.png" width="500"></p>
<p class="p"><strong class="ph b">To redact all identified PII within an entire ticket</strong></p>
<ol class="ol" id="topic_xm3_m3j_s3c__ol_r5z_bph_ldc">
<li class="li">Find the ticket that you want to redact all PII from. </li>
<li class="li">Click the options menu (<img class="image" height="14" id="topic_xm3_m3j_s3c__image_bmd_dph_ldc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/macros_edit_menu_icon_vertical.png" width="5">) on the right side of the
ticket. </li>
<li class="li">Click <strong class="ph b">Redact all highlights</strong>.<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_nmj_kph_ldc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_redaction_suggestions_all.png" width="250"></p>
</li>
<li class="li">In the confirmation window that appears, click <strong class="ph b">Redact highlights</strong>.
<p class="p"><img class="image img-screenshot" id="topic_xm3_m3j_s3c__image_mys_jph_ldc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_redaction_suggestions_all_confirm.png" width="500"></p>
After a few moments, all highlighted items are redacted from ticket
comments and PDF attachments. This action cannot be undone.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_emg_2xt_ncc">
<h2 class="title topictitle2" id="ariaid-title3">Unmarking information for redaction</h2>
<div class="body">
<p class="p">If a piece of highlighted information doesn't need to be redacted (for example, if
it's not actually PII), you can unmark it for redaction. This removes the
highlighting.</p>
<div class="p">
<div class="note tip" id="topic_emg_2xt_ncc__note_pyj_lyt_ncc">
<span class="tiptitle">Tip:</span> If you accidentally unmark information for
redaction that actually needs to be redacted, you can always <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170#topic_wrc_nsl_znb" target="_blank">open the redaction editor</a> to redact it
from there.</div>
</div>
<p class="p"><strong class="ph b">To unmark information for redaction in ticket comments</strong></p>
<div class="p">
<ol class="ol" id="topic_emg_2xt_ncc__ol_fhg_rxt_ncc">
<li class="li">Within a ticket comment, click a redaction suggestion (text highlighted in
orange).</li>
<li class="li">Click the <strong class="ph b">Ignore</strong> (X) icon.<p class="p"><img class="image img-screenshot" id="topic_emg_2xt_ncc__image_yd5_jyt_ncc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/ai_redaction_suggestions_ignore.png" width="500"></p>
</li>
</ol>
</div>
<p class="p">The information is no longer highlighted.</p>
</div>
</div>
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