This page captures all the known disclosures & degradations customer accounts will experience when the “Data Masking” feature is enabled in their accounts.
Manage End Users
Agents with data masking applied cannot perform key actions such as bulk deleting users, taking user assumption, suspending users from the profile page, deleting users, or merging users. These limitations exist because managing end users requires access to unmasked PII. Without access to this information, agents are unable to accurately identify or take action on user profiles.
Search and View Lists of End Users
Agents subject to data masking are prevented from searching for users by name, email address, or phone number, and from accessing the customer list. These features become not fully usable, as the primary rationale is to prevent identification of users and to protect privacy by ensuring that PII cannot be viewed or matched.
Merge Tickets
With data masking enabled, agents are unable to merge tickets in the Support product. This restriction is necessary since merging tickets requires sufficient, unmasked information to confirm identities across tickets, and masked PII prevents this.
Search End Users in Side Conversations & Ticket Conversation CC
When data masking is in place, agents cannot search for users by name, email, or phone number in order to add them to side conversations or CCs in ticket conversations. This prevents potential exposure or association of PII in collaborative ticket activity.
Manage Organizations
Data masking prevents agents from managing organizations, as masked PII renders it impossible to accurately identify and make changes or disclosures related to organizations.
Manage Suspended Tickets
Agents with data masking applied will lose the ability to manage suspended tickets. Since suspended tickets often depend on unmasked PII (e.g., email addresses), masking restricts the agent's ability to assess or resolve these tickets.
Redact Ticket Content
Agents are restricted from redacting ticket content when data masking is enabled. With PII masked (such as email addresses), redaction cannot be reliably and safely performed.
Conversation Ticket Subject
When at least one role in an account has data masking enabled, all messaging conversation ticket subjects can be changed from displaying “Conversation with Name Surname” to “Conversation with $UserID.” This anonymizes PII for all roles, including those without data masking enabled. If an account disables data masking at any time, we will revert to populating the user name in the ticket subject only for new tickets; older tickets will not have their titles updated, and the pattern “Conversation with $UserID” will remain for those tickets.
Print Ticket & View Original Email
Agents with data masking applied cannot print tickets or view the original email. These actions are restricted to prevent exposure of confidential PII contained in the full records.
Placeholders
When using placeholders for name, email, or phone number, agents with data masking will see these fields unrenderable in the UI. Placeholders reliant on PII are not populated, maintaining masked data integrity and privacy.
Triggers and Automations (Business Rules)
Agents subject to data masking can set triggers and automations only if they do not involve PII. Triggers containing PII are set to read-only, preventing access or modifications that could expose confidential information.
Guide User Segments
With data masking enabled, affected agents are unable to create or edit user segments for signed-in users. Since segment creation and modification require access to user data, the masking of PII enforces privacy and restricts these actions.