Procedure - Redacting Sensitive Information in Zendesk

Contents

1. Description
2. Rules
3. Tasks

1. Description

This procedure shows you how to redact sensitive customer data in customer communications when using Zendesk and as required by privacy laws.

Who: This procedure is applicable for agents and Team Leaders.

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2. Rules

Follow this process for redacting the following types of information including

• Credit card information
• An individual's name, address, telephone numbers, and email address
• Account number, username, and password
• Services subscribed to
• Payment history
• Date of birth
• Gender
• Identification information (ID)
• Credit worthiness information.
• Any other personal information deemed sensitive including (but not limited to):
  • Domestic/Family violence
  • Medical conditions

For more details on Personal Information, click here.

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3. Tasks

a. Procedure for Agents

1. To access tickets in Zendesk, use the ticket icon on the left-hand side of the screen (third from the top).

   

2. On finding the existing ticket, click on Apply Macro.

   

3. Then, click on Agent Tools.

   

4. Under Agent Tools, click on Redaction.

   5. Under Redaction, click on the first option - PII Detected – Manager Redaction Review.

 

6. Update the ticket status to 'On-Hold' and submit the ticket for redaction.            

        

7. Inform your Team Lead you have submitted the ticket for redaction and provide the ticket number to them so they can complete the rest of the process.

b. Procedure for Team Leaders

1. Open the PCI / PII – Manual Redaction View in Zendesk as seen in the screenshot below.

   

2. Select the Ticket number provided by the agent in the list. Check the box next to 'Foxtel Complaint'.

   

3. On opening the ticket, you see the below screen. Select the 3 dots next to the note that requires redaction and select ‘Mark text for Redaction’.

   

4. How to redact:

   a. Highlight text or attachments required for redaction and then select ‘Mark for Redaction’ as shown in the screenshot below.

   

Note: Redaction is not reversible, so please ensure that you are redacting the correct information.

           b. Once the text is selected, it will be outlined in RED as seen below.

           

           c. Then, select Redact as seen in the window below.

      

           d. Text is now redacted – as indicated by the blacked-out text in the note.

5. Go back to Apply Macro.

6. Click on Agent Tools.

7. Click on Redaction.

8. Click on Redaction Completed to close the redaction process.                             

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