Hey Community,
We are currently using the Advanced Data Privacy and Protection (ADPP) add-on to enhance our security and compliance measures. We have run into a significant limitation that we believe affects a common customer support scenario.
Our Goal: We want our agents to benefit from both Data Masking and Redaction Suggestions.
- Data Masking is essential for automatically hiding specific, predictable PII (like credit card or social security numbers) from agents based on their role permissions.
- Redaction Suggestions are equally crucial for flagging unstructured or unexpected PII within ticket comments, prompting agents to redact information that the masking rules might miss.
The Limitation: Currently, these two features are mutually exclusive. According to Zendesk Support, for an agent to see and use Redaction Suggestions, the Data Masking permission must be turned off for their role. This forces us to choose between two vital data protection features.
Why This is a Problem: In our workflow, agents need both capabilities. Data Masking provides a fundamental, automated layer of security. However, customers often share sensitive data in unpredictable ways. Redaction Suggestions provide the necessary safety net to catch this PII and ensure it is properly handled. Disabling masking to enable suggestions weakens our overall data privacy posture.
We believe that these two features should complement each other, not conflict. An ideal workflow would allow Data Masking to run automatically, while also providing Redaction Suggestions for any other potential PII in the same ticket for the same agent.
We'd like to submit this as a formal feature request and are curious to hear from the community.
- Has anyone else encountered this limitation?
- How do you currently manage this challenge?
- Would you also benefit from having both features work simultaneously?
Thanks for your feedback and support!
You’ve raised a very important and insightful point regarding the current limitation between Data Masking and Redaction Suggestions in the Advanced Data Privacy and Protection (ADPP) add-on.
It makes sense that both features should ideally work together to provide a comprehensive and layered approach to protecting sensitive information in tickets—Data Masking handling predictable PII automatically, while Redaction Suggestions catch anything unexpected or unstructured. The need to disable one feature to enable the other does seem to weaken the overall data privacy safeguards agents can provide.
I’d be interested to hear if others in the community have found effective workarounds or best practices to balance these two functionalities, or if there are any upcoming plans from Zendesk to address this as a feature enhancement.
Thanks for sharing this thoughtful request—we look forward to seeing how the community and Zendesk respond!