Securing sensitive information

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<p id="docs-ai-summary-content">Secure sensitive information by removing it from email notifications, making ticket attachments private, and redacting credit card numbers and other ticket data. Use triggers to edit email content, enable private attachments, and employ redaction features to protect personal information. These steps help maintain data privacy and compliance without needing agent intervention.</p>
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<p class="p">You can take steps to secure sensitive information contained in your Zendesk account,
including:</p>
<div class="p">
<ul class="ul" id="topic_xgr_ryf_cv__ul_nmf_4zf_cv">
<li class="li"><a class="xref" href="#topic_bvr_zzf_cv">Removing sensitive information from email
notifications</a></li>
<li class="li"><a class="xref" href="#topic_rft_h1g_cv">Making ticket attachments
private</a></li>
<li class="li"><a class="xref" href="#topic_sgj_g1g_cv">Redacting credit card numbers from
tickets</a></li>
<li class="li"><a class="xref" href="#topic_pgg_sf5_cv">Redacting other ticket
information</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bvr_zzf_cv">
<h2 class="title topictitle2" id="ariaid-title2">Removing information from email notifications</h2>
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<p class="p">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.</p>
<p class="p"><strong class="ph b">To remove information from email notifications</strong></p>
<ol class="ol" id="topic_bvr_zzf_cv__ol_jxq_cpy_tb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bvr_zzf_cv__d8e1504" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">For each trigger that sends email notifications, click <strong class="ph b">Edit</strong>.</li>
<li class="li">In the <strong class="ph b">Email Subject</strong> or <strong class="ph b">Email body</strong> of the trigger action, delete the
dynamic content placeholders for the ticket subject (<code class="ph codeph">{{ticket.title}}</code>)
and comments, including any of the following placeholders:<div class="p">
<ul class="ul" id="topic_bvr_zzf_cv__ul_a33_5lg_cv">
<li class="li"><code class="ph codeph">{{ticket.description}}</code></li>
<li class="li"><code class="ph codeph">{{ticket.comments_formatted}}</code></li>
<li class="li">
<code class="ph codeph">{{ticket.public_comments_formatted}}</code>
</li>
<li class="li"><code class="ph codeph">{{ticket.latest_comment_formatted}}</code></li>
<li class="li"><code class="ph codeph">{{ticket.latest_public_comment_formatted}}</code></li>
</ul>
</div>
</li>
<li class="li">Click <strong class="ph b">Update Trigger</strong>. </li>
</ol>
<p class="p">For more information, see the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886858138" target="_blank">Zendesk Support placeholder reference</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rft_h1g_cv">
<h2 class="title topictitle2" id="ariaid-title3">Making ticket attachments private</h2>
<div class="body">
<p class="p">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. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146" target="_blank">Working with attachments in tickets</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sgj_g1g_cv">
<h2 class="title topictitle2" id="ariaid-title4">Redacting credit card numbers from tickets</h2>
<div class="body">
<div class="note">
<span class="notetitle">Note:</span> Credit card redaction is available on Professional plans and above.</div>
<p class="p">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. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822124314" target="_blank">Automatically redacting credit card numbers from tickets</a>.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_pgg_sf5_cv">
<h2 class="title topictitle2" id="ariaid-title5">Redacting other ticket information</h2>
<div class="body">
<p class="p">If you have the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a> enabled on your account, you
can use native ticket redaction to redact ticket content. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170" target="_blank">Redacting ticket content.</a></p>
<p class="p">The redaction suggestions 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 a ticket for
agents with appropriate permissions. Agents can then click the highlighted PII and quickly
redact it. This helps keep confidential information out of Zendesk. When the redaction
suggestions feature is turned on, admins can optionally <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9248330321050" target="_blank">create triggers to redact sensitive information</a> automatically,
eliminating the need for agent intervention.</p>
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