Turning on and configuring redaction suggestions (ADPP add-on)

The redaction suggestions 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 with permission. Agents can then click the highlighted PII and quickly redact it. This helps keep confidential information out of Zendesk.


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Add-on

Advanced Data Privacy and Protection (ADPP)







Summary: ◀▼
You can enable redaction suggestions to automatically highlight and redact personally identifiable information (PII) like names, emails, and credit card numbers in ticket comments and PDF attachments. This helps protect sensitive data by allowing agents with permission to quickly remove PII. You can customize which PII types to detect and choose when agents see suggestions. Automatic triggers can also redact PII without agent action.




The redaction suggestions feature, part of the Advanced Data Privacy and Protection add-on, automatically
highlights certain types of personally identifiable information (PII) within ticket
comments for admins and agents with permission. Agents can then click the highlighted
PII and quickly redact it. This helps keep confidential information out of Zendesk.
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.
When the redaction suggestions feature is turned on, admins can optionally create triggers to redact sensitive information
automatically for PII in ticket comments, eliminating the need for agent
intervention.
Redaction suggestions work for multiple languages. See Zendesk language support by product.
This article contains the following topics:

Understanding redaction suggestions
Turning on and configuring redaction suggestions

Related articles:

Redacting identified PII
Automatically redacting credit card numbers from
tickets



Understanding redaction suggestions

The redaction suggestions feature is similar to the ticket redaction feature. However, redaction suggestions
proactively identify PII rather than rely on the agent to identify PII that needs to
be redacted.
The redaction suggestions feature automatically identifies the following types of PII
in ticket comments and PDF attachments:

First name or surname
Email address
Address
Credit or debit card number (including last four digits only)
International bank account number (IBAN)
Password
Social Security Number (SSN)
Bank account number
Date of birth
Driver’s license
IP address
Phone number

Identified PII is highlighted in orange. Admins and agents with the redact ticket content permission can see
the highlighting and redact the information. Light agents can't see highlighted
redaction suggestions.

The ticket context is important to redaction suggestions. For example, say that a
date of birth is mentioned in a ticket. There must be context that the date is a
date of birth, such as “DOB: 01/26/1990” or “My birthday is Jan 26, 1990”. If just a
date is entered without context, then it won’t be highlighted as a redaction
suggestion.
Redaction suggestions in ticket comments work on:

Email
Public comments
Internal notes
Content in archived or closed tickets for email, API, and webform channels
Social messaging channels enabled through Sunshine Conversations
Ended messaging conversations from the Agent Workspace
AI-generated call summaries and
transcripts

Redaction suggestions in PDF attachments work on:

The Agent Workspace ticket interface
Email
API
SMS
Web form
Submit a request/ticket form

If you redact a Zendesk message or a message created via the Sunshine Conversations
SDK, the Support ticket interface shows the redacted areas of the messaging
conversation within the context of the unredacted content. From the customer
side, the entire message is deleted.
Redaction events are noted in a ticket’s event log so customers can be aware data has
been deleted. In addition, when you redact ticket content, a redacted_content
tag is automatically added to the ticket. When you redact ticket content, this
causes an update to be made on the ticket using the same channel associated with the
redacted content (for example, redacting a WhatsApp comment from a ticket). This
behavior can cause triggers to fire if your trigger conditions are set to look for
updates on a specific channel.
If you redact content on a ticket with an AI-generated summary, the summary can be
removed from the ticket by refreshing the summary or closing and reopening the Agent
Workspace tab. The summary is immediately removed from Zendesk's systems when a
redaction is performed on a ticket, but the summary continues to appear in the
browser until the page is reloaded.


Note: Due to potential conflicts, this feature shouldn't be
used at the same time as the automatic credit card redaction
feature.

Note: Redaction suggestions don’t work on AI agent tickets.



Redaction suggestion limitations

Redaction suggestions don’t work on:

Ticket subjects
Messages stored in the Answer Bot service
Channel framework-enabled tickets
Ticket comments created from Mobile SDK, including those submitted through
Zendesk's native support apps
Tickets created from Slack Business Connect
Slack side conversations
Call summaries and transcriptions in Contact Center
Content in archived or closed tickets for messaging channels

Additional limitations include:

When you redact a ticket comment sent from an email channel, Zendesk does
not redact the content of the original email in the email provider's channel
(such as Gmail or Yahoo). Only the text hosted in Zendesk is redacted.
When redacting a ticket, the underlying conversation is not edited on the
social messaging platform and third-party integrations. It is redacted only
within Zendesk-controlled systems. This also means that an end user,
depending on how they communicate with your agent, may still see unredacted
content themselves when accessing a message through different channels (for
example, in Facebook Messenger).
Redaction of messages exchanged between Answer Bot and end users is not
supported.
If triggers are configured before redaction, redacted content
may persist in the channels launched by these triggers (for example, email
conversations).
Only PII detected in ticket comments can be configured for redaction with
triggers. Attachments with PII detected are not yet supported with trigger
redaction.





Turning on and configuring redaction suggestions

Admins can turn redaction suggestions on or off in Admin Center. By default, this
feature is turned off. Admins can also configure which types of PII the feature
should detect, as well as whether detected PII is highlighted in tickets for agents
to see. When PII is selected, it will be detected in both ticket comments and PDF
attachments. For example, if social security number is selected, any ticket comments
and PDF attachments with a social security number will be highlighted.
PII is detected only after you turn on redaction suggestions for that specific PII
type. PII cannot be detected retroactively. For example, an email address in a
ticket comment would be detected only after you’ve already turned on PII detection
for email addresses. Any email addresses included in comments that happened before
you activated the setting would not be detected.
To turn on and configure redaction suggestions

In Admin Center, click
Account in the sidebar, then select Security > Redaction suggestions.
Under Choose which types of PII to suggest for redaction, select the
types of PII you want redaction suggestions to automatically detect. The options
are:
Under Select when agents should see suggestions, select one of the
following options:

Show suggestions in ticket comment and redaction editor. Agents
will see highlighted PII when they’re working in tickets and when they
open the redaction
editor.

Show suggestions in redaction editor only. Agents will see
highlighted PII only when they open the redaction editor.


Click Save.





Turning off redaction suggestions

When you turn off redaction suggestions, PII is no longer highlighted in tickets.
To turn off redaction suggestions

In Admin Center, click
Account in the sidebar, then select Security > Redaction suggestions.
Under Choose which types of PII to suggest for redaction, deselect All
types to clear all selections.
Click Save.



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