Automatically redacting credit card numbers from tickets

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Users sometimes enter sensitive information such as credit card numbers in tickets when they shouldn't. In addition to being visible to anybody with access to the ticket, the credit card number automatically gets stored in a database with the rest of the ticket.

You can use a feature called Automatic Redaction to redact, or remove digits from credit card numbers found in ticket comments or custom fields so that the numbers are no longer useful. The data is redacted when the ticket is created, and on future comments and internal notes, to prevent the full credit card number from being stored with Zendesk. This helps keep confidential information out of Zendesk. Redacting credit card numbers already in the system is not supported.

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

Related articles:

Automatically detecting sensitive information for redaction

Redacting ticket content

Credit card numbers are identified in incoming tickets and comments/internal notes by using the Luhn algorithm and by looking for the prefixes and lengths of common credit card types. The checks don't guarantee that all credit card numbers will be identified. They also don't guarantee that some numbers that aren't credit card numbers will be skipped. The system does check for phone number and URL patterns and skips them. For example, some international phone numbers may pass the Luhn check -- though if the numbers start with a +, they won't be redacted.

Numbers that appear to be valid credit card numbers are redacted by replacing some digits with a replacement character, leaving the first six digits and the last four digits intact. Example:

String in incoming ticket: "I want a refund. My card number is 12 345123 451234 8."

String stored in Zendesk: "I want a refund. My card number is 12345 1▇▇▇▇ ▇2348."
In this example, the string of numbers shown above would not be redacted. To be redacted, the number you use must be in a valid credit card format.

Numbers are redacted if they're between 12 and 19 digits long. Most bank card numbers are within this range.

The original credit card number isn't simply masked in the UI but completely redacted from logs and database entries. It's kept in memory only long enough to check it. The only exceptions to this are MIME-encoded emails and custom ticket fields in suspended tickets, but these two exceptions will be removed in the near future.

A tag is automatically added to tickets with redacted credit card numbers. You can create a view to see all tickets with this tag in one place.

To start redacting credit card numbers

In Admin Center, click Account in the sidebar, then select Security > More settings.

On the Zendesk Support tab, select the Redact credit card numbers checkbox in the Redaction section.

Click Save.

To list the tickets with redacted credit card numbers

Create a view of tickets that contain the tag '"system_credit_card_redaction."
For information about creating views, see Adding views.