This page captures the most important product limitations of the Data Masking EAP that accounts will experience when the “Data Masking” feature is enabled.
SUPPORT
User Information Related to Talk Product
In cases where an account uses both Support and Talk products, certain Talk-related data may appear within Support. The Data Masking EAP release does not mask information originating from the Talk product, so this data remains visible, even to agents with data masking enabled.
API (excluding Users API)
Currently, data masking in the EAP is only supported for the Users API and select (not all) Tickets API endpoints. Other APIs, including many tickets API endpoints, are not covered and may return unmasked PII.
Ticket Comments
Data masking does not extend to information contained within ticket comments. Any PII present in ticket comments will remain visible to agents, regardless of their data masking status.
Custom User Fields
At this stage, data masking does not cover custom user fields. Information stored in these fields will appear unmasked to agents.
Legacy CC
Data masking functionality does not support customers using the legacy version of CC. It is recommended to migrate to the CCs/Followers, where data masking capabilities are available.
Legacy Agent Dashboard
While the Legacy Agent dashboard is masked for agents with data masking enabled, the masking format here uses asterisks, which is inconsistent with the standard masking format used elsewhere on the platform. Migrating to Agent Workspace is recommended for a unified data masking experience.
Lookup relationship fields
Lookup relationship fields are masked for agents assigned to roles with data masking enabled. However, the masking format differs from that used throughout the rest of the platform, as it employs asterisks.
MOBILE
Notifications on Mobile App
Notifications are properly masked in the Agent Workspace for agents with data masking enabled in the Support UI; however, these notifications remain unmasked on the mobile app. This creates a potential privacy gap when viewing notifications on mobile devices.
EXPLORE
Explore Permissions
Data in the Explore product remains unmasked during Data Masking EAP. When data masking is enabled for an agent role, Explore access permissions for that role are set to "No Access" by default. Administrators may change this, but should be aware it grants agents potential access to end-user PII.
CHAT
Chat Conversation Form Fields
For agents with data masking enabled, end-user authors in chat conversations are masked in the Support UI. However, author information in incoming live messages and API integrations remains unmasked during active conversations, resulting in exposure of PII in those scenarios.
EMPLOYEE SERVICE
Approval Email Notifications
Despite having data masking enabled for their roles, agents will still receive emails in their inboxes where the ticket email subject contains unmasked PII, if such notifications are generated.