We excited to share that we have rolled out improvements to the Data Masking EAP. These updates focus on strengthening email masking functionality and extending masking coverage into Guide, providing more complete protection of sensitive information across Zendesk. With these changes, masked agents will now have a more consistent experience, and personally identifiable information (PII) will remain protected across a wider range of product areas.
What is changing?
- Email notifications that a masked agent receives will now be simplified. They will no longer include any PII, and instead will prompt the agent to log in to Zendesk to view updates to tickets where they are the assignee or a follower.
- Masked agents can no longer be added as CCs on tickets. If they are included as a CC, they will automatically be converted to followers to ensure PII is not exposed.
Guide
- When a masked agent is creating or editing user segments in Guide Admin, names and email addresses of end users will appear in a masked format. This ensures that agents with masking roles do not have visibility into sensitive customer information when working with segments.
Why is Zendesk making this change?
These updates are part of our ongoing effort to ensure that data masking provides full and reliable coverage wherever sensitive data may appear. By closing gaps in email notifications and Guide segments, we are reducing the risk of leaks and ensuring that agents with masking roles cannot access PII in places where it should remain protected. This not only strengthens compliance but also builds greater confidence for organizations that rely on data masking to safeguard customer information.
What do I need to do?
Data Masking is currently in an EAP until November, after which it will be available to customers with the Advanced Data Privacy and Protection add-on only. You can sign up for the EAP here.