Announcing PII detection in attachments (ADPP add-on)

Announced on | Rollout on
April 8, 2026 | April 8, 2026

Zendesk is excited to announce the expansion of redaction suggestions to include personally identifiable information (PII) detection in PDF attachments, in addition to ticket comments. This feature is available to customers with the Advanced Data Privacy and Protection (ADPP) add-on.

This announcement includes the following topics:

What's changing, and why?

What do I need to do?

What's changing, and why?

Customers with the ADPP add-on can now configure PII detection in PDF attachments in addition to ticket comments.

When any selected PII is found, the PDF will be highlighted and suggested for redaction, allowing agents to redact the attachments. This helps reduce the risk of sensitive data being left unredacted in attachments. This initial release supports PDFs only; future iterations will support images and other file types.

What do I need to do?

If you have the Advanced Data Privacy and Protection add-on, you can activate redaction suggestions in Admin Center. Customers already using redaction suggestions will immediately see PDF attachments highlighted for redaction if they contain detected PII.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.