{"id":34288,"date":"2026-02-14T12:26:19","date_gmt":"2026-02-14T12:26:19","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=34288"},"modified":"2026-03-13T07:04:05","modified_gmt":"2026-03-13T07:04:05","slug":"data-redaction-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/data-redaction-in-desk365\/","title":{"rendered":"Data redaction in Desk365"},"content":{"rendered":"\t\t
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\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Data redaction is a security feature in Desk365 that automatically detects and masks sensitive information in customer communications. This includes data such as email addresses, SSN, phone, credit\u00a0cards,\u00a0and\u00a0IP addresses\u00a0that may appear in ticket subjects,\u00a0descriptions,\u00a0ticket\u00a0replies,\u00a0forwards,\u00a0or\u00a0notes.<\/span>\u00a0<\/span><\/p>

Once enabled, data redaction ensures that sensitive information is hidden from view while still allowing agents to work on tickets without interruption.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Why is data redaction important? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Customer support teams often handle information that should not be exposed to everyone who views a ticket. Data redaction helps you:<\/span>\u00a0<\/span><\/p>

  • Protect sensitive and confidential customer data<\/span>\u00a0<\/span><\/li>
  • Reduce the risk of accidental data exposure<\/span>\u00a0<\/span><\/li>
  • Support compliance requirements and internal security policies<\/span>\u00a0<\/span><\/li>
  • Maintain trust with customers by safeguarding their information<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"data-redacted-in-desk365-support-portal-ticket\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    With data redaction enabled, your helpdesk can continue\u00a0<\/span>operating<\/span>\u00a0normally while sensitive data is automatically masked in the background.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Where to find data redaction settings <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Follow these steps to enable data redaction for your helpdesk:<\/span>\u00a0<\/span><\/p>

    1. Log in to the Desk365 agent portal.<\/span>\u00a0<\/span><\/li>
    2. Navigate to\u00a0Settings > Security > Data Redaction.<\/span>\u00a0<\/span><\/li>
    3. You will see an option to enable data redaction.<\/span>\u00a0<\/span><\/li>
    4. Turn on the toggle to activate data\u00a0redaction\u00a0for your helpdesk.<\/span>\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"enabling-data-redaction-for-helpdesk\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Configuring redaction rules <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      After enabling data redaction, you can configure which types of information should be masked using redaction rules.<\/span>\u00a0<\/span><\/p>

      You\u2019ll\u00a0see two sections:<\/span>\u00a0<\/span><\/p>

      • Active\u00a0rules<\/span><\/b>\u00a0\u2013 Rules that are currently applied to tickets<\/span>\u00a0<\/span><\/li>
      • Inactive\u00a0rules<\/span><\/b>\u00a0\u2013 Rules that are available but not yet enabled<\/span>\u00a0<\/span><\/li><\/ul>

        Under\u00a0i<\/span>nactive\u00a0rules<\/span>, Desk365 provides a default set of redaction rules. Each rule includes:<\/span>\u00a0<\/span><\/p>

        • A rule name<\/span>\u00a0<\/span><\/li>
        • Sample text (original data)<\/span>\u00a0<\/span><\/li>
        • Redacted text (how the data will appear after masking)<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"active-and-inactive-rules-data-redaction\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          To activate a redaction rule:<\/span>\u00a0<\/span><\/p>

          1. Go to the inactive rules section<\/span><\/li>
          2. Find the\u00a0rule\u00a0you want to enable.<\/span>\u00a0<\/span><\/li>
          3. Click the checkbox in the\u00a0status\u00a0column next to the rule name.<\/span>\u00a0<\/span><\/li>
          4. A confirmation pop-up will appear.<\/span>\u00a0<\/span><\/li>
          5. Click\u00a0ok\u00a0to confirm activation.<\/span>\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"activating-a-redaction-rule-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            As shown above, activating the\u00a0Email Address\u00a0redaction rule will automatically mask email addresses found in ticket subjects, responses, and activities.\u00a0<\/p>

            Once confirmed, the rule will\u00a0move\u00a0to the\u00a0Active Rules\u00a0section.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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            \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"email-address-added-to-active-redaction-rules\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Deactivating a redaction rule <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            If you no longer want a rule to apply:<\/span>\u00a0<\/span><\/p>

            1. Go to the\u00a0Active Rules\u00a0section.\u00a0<\/li>
            2. Disable the rule by unchecking it.\u00a0<\/li>
            3. The rule will move back to\u00a0Inactive Rules.\u00a0<\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"deactivating-the-redaction-rule\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              You can enable or disable rules at any time.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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              Testing redaction rules <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              Desk365 allows you to test\u00a0<\/span>active\u00a0<\/span>redaction rules to ensure they work as expected.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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              How to test rules <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              1. Click the ‘<\/span><\/span>Test Rules’<\/span><\/span>\u00a0button at the top of the\u00a0<\/span>d<\/span>ata\u00a0<\/span>r<\/span>edaction<\/span>\u00a0page.<\/span><\/span>\u00a0<\/span><\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"testing-data-redaction-rules\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                2.\u00a0 A dialog box will open.<\/span>\u00a0<\/span>Enter sample text that\u00a0contains\u00a0sensitive information.<\/span>\u00a0
                <\/span>3.\u00a0 Click Run Test.\u00a0
                4.\u00a0 Review the redacted output displayed beside.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                This helps you verify how information will appear once redaction is applied in real tickets.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                Where data redaction is applied <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                Once data redaction is enabled, sensitive information is automatically detected and masked across multiple parts of a\u00a0<\/span>ticket<\/span>\u00a0ensuring confidential data is protected wherever customer communication appears.<\/span>\u00a0<\/span><\/span>Data redaction applies across<\/span><\/span>\u00a0<\/span>all channels supported by Desk365<\/span><\/span>, and applies to the following areas:\u00a0<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                1. Ticket subject<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                Any sensitive information included in the ticket subject line is automatically masked as soon as the ticket is created or updated.<\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                \n\t\t\t\t\t\t\t\t\t\t\"data-redated-in-support-portal-desk365\"\t\t\t\t\t\t\t\t\t\t\t
                data-redacted-in-the-subject-line-within-the-customer-support-portal <\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                2. Ticket description<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                Sensitive data present in the ticket description is detected and redacted at the time of ticket creation, ensuring the\u00a0<\/span>initial<\/span>\u00a0request is secure from the start.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                \n\t\t\t\t\t\t\t\t\t\t\"data-redacted-in-ticket-details\"\t\t\t\t\t\t\t\t\t\t\t
                data-redacted-in-the-description-within-ticket-details-in-the-agent-portal <\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                3. Ticket replies<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                Redaction is applied to:<\/span>\u00a0<\/span><\/p>

                • Customer replies<\/span>\u00a0<\/span><\/li>
                • Agent replies<\/span>\u00a0<\/span><\/li><\/ul>

                  This ensures sensitive data shared during conversations is not exposed to unintended viewers.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                  \n\t\t\t\t\t\t\t\t\t\t\"data-redacted-in-desk365-support-bot\"\t\t\t\t\t\t\t\t\t\t\t
                  data-redacted-in-the-ticket-reply-in-teams-support-bot <\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  4. Forwards<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  Any sensitive data included when a ticket is\u00a0<\/span>forwarded<\/span>\u00a0is automatically masked, ensuring information\u00a0<\/span>remains<\/span>\u00a0protected even when shared externally.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                  \n\t\t\t\t\t\t\t\t\t\t\"data-redacted-in-email\"\t\t\t\t\t\t\t\t\t\t\t
                  data-redacted-in-an-email-forwarded<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  5. Internal notes<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  Sensitive information added to internal notes is also redacted, helping teams\u00a0<\/span>maintain<\/span>\u00a0secure internal communication without risking data exposure.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                  \n\t\t\t\t\t\t\t\t\t\t\"data-redacted-in-private-note\"\t\t\t\t\t\t\t\t\t\t\t
                  data-redacted-in-a-private-note <\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  How redaction works across these sources <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  • Redaction occurs automatically once a rule is active<\/span>\u00a0<\/span><\/li>
                  • Sensitive data is\u00a0redacted\u00a0in real time as content is saved<\/span>\u00a0<\/span><\/li>
                  • Redacted data\u00a0remains\u00a0hidden even when tickets are viewed later<\/span>\u00a0<\/span><\/li>
                  • Normal ticket workflows and automations continue without disruption<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    Important notes <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    • Data redaction only applies to new and updated content after the feature is enabled<\/span>\u00a0<\/span><\/li>
                    • Masked data cannot be viewed or restored from the ticket interface<\/span>\u00a0<\/span><\/li>
                    • Redaction rules apply consistently across all supported ticket sources<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      This ensures that sensitive information stays protected throughout the entire ticket lifecycle\u00a0from the first\u00a0customer\u00a0message to long-term ticket history.<\/span>\u00a0<\/span><\/p>

                      Data\u00a0redaction\u00a0in Desk365 gives you a simple yet powerful way to protect sensitive customer information across your helpdesk. By enabling redaction and activating the right rules, you can reduce data exposure risks while continuing to deliver seamless customer support.<\/span>\u00a0<\/span><\/p>

                      We recommend reviewing the available rules, testing them thoroughly, and enabling only those that align with your organization\u2019s security and compliance needs. With data\u00a0redaction\u00a0in place, your team can focus on resolving tickets\u00a0confidently knowing\u00a0sensitive data stays protected.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":27663,"menu_order":4,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-34288","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34288","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=34288"}],"version-history":[{"count":42,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34288\/revisions"}],"predecessor-version":[{"id":35558,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34288\/revisions\/35558"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27663"}],"prev":[{"title":"Encrypted field logs in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/audit-logs-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34273"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=34288"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=34288"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}