Automatically redacting sensitive information in tickets using triggers

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Add-on

Advanced Data Privacy and Protection (ADPP)






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With the Advanced Data Privacy and Protection add-on, you can automate the redaction of sensitive information in tickets using triggers. This feature helps you manage personally identifiable information (PII) by setting conditions to redact data like passwords, credit card numbers, and social security numbers. Redaction events are logged for auditing, but be cautious as redactions are irreversible.


Customers with the Advanced Data Privacy and Protection add-on can use redaction suggestions to highlight personally identifiable
information (PII) within ticket comments. While this feature helps agents identify PII,
manually reviewing and redacting this data can be time-consuming if you have a large
volume of PII in your tickets.
To streamline this process, admins and agents in custom roles can create ticket triggers to automate the redaction process, giving
them complete control over when and how PII is protected in Zendesk.


Important:

Ticket redaction cannot be reversed. Use caution when creating triggers to
redact data.
This feature shouldn't be used with the automatic credit card redaction
feature due to potential conflicts.



Watch the video below to learn more about setting up and using triggers for automatic
redaction.


Automatic redaction with triggers: Protecting data privacy with AI (3:00)
This article contains the following topics:

Understanding automatic redaction
Configuring ticket triggers to redact sensitive information



Understanding automatic redaction

Automatic redaction leverages ticket triggers and redaction suggestions to remove
sensitive data from ticket comments, reducing or eliminating time spent identifying
and redacting PII during ticket handling.
When a ticket trigger fires, it can execute an action that automatically redacts the
selected PII on non-closed tickets that meet the trigger conditions, unless an agent
has explicitly chosen to ignore a specific redaction suggestion.
Triggers allow you to specifiy conditions for redacting various types of PII,
depending on the stage of the conversation.
For example, advanced redaction allows you to do the following:
Redact passwords, bank account numbers, and credit card numbers when tickets
are created or updated.
Redact social security numbers and date of birth when a tag is added to a
ticket to confirm verification is complete.
Redact email address, phone number, and address when the ticket status is
changed to Closed.


As with manual redaction, the PII is obscured in ticket comments using a black bar,
and a redacted_content tag is automatically added to the ticket.

Redaction events are recorded in the ticket events log, providing an audit trail to confirm
that data has been deleted. The log includes the comment ID where the PII was
redacted, the name of the trigger that fired, and the added ticket tag.

Redacting PII using triggers has certain limitations that align with redaction
suggestions. See Redaction suggestion limitations.



Configuring ticket triggers to redact sensitive information

Before creating ticket triggers for automatic redaction, you must have the Advanced Data Privacy and Protection add-on with redaction suggestions turned on.

To create a ticket trigger for automatic redaction
In Admin Center, click
Account in the sidebar, then select Security > Redaction suggestions.
Select the types of PII you'd like to redact (credit card number, bank
account number, driver's license, etc.) automatically. See Turning on and configuring redaction
suggestions.
In Admin Center, click
Objects and rules in the sidebar, then select Business rules >
Triggers.

Create or edit a ticket trigger.
Click Add condition to set up the trigger to meet All or
Any conditions.
Click Add action and set the actions that occur when the trigger's
conditions are met. In this case, include the Ticket >
Redact action, and select the types of PII to redact in the
Value field. The PII types available in the drop-down field
are those you configured for redaction suggestions.


Click Create trigger.