PII Shield

Detect and permanently redact sensitive data from Zendesk tickets

PII Shield scans Zendesk tickets for sensitive personal information and gives agents the tools to permanently remove it — before it's shared, stored, or audited.

Privacy-first architecture. All detection runs in the agent's browser. Ticket content is never sent to external servers, never processed by third-party AI, and never stored outside Zendesk. This is a genuine compliance advantage for regulated industries.

What PII Shield detects

Financial identifiers — credit cards (Luhn-validated), SSNs, bank accounts, routing numbers, IBANs, SWIFT codes, tax IDs, last-four variants

Credentials — passwords, API keys (OpenAI, Stripe, AWS, GitHub, Google, Twilio, SendGrid, Mailgun), auth tokens, JWTs, Bearer tokens, Slack tokens, AWS secret access keys

Identity documents — driver's licenses, passports, government IDs

Healthcare (Business plan) — medical record numbers, NPI, DEA registration numbers, NHS numbers, Canadian SIN, UK National Insurance numbers, insurance member IDs

Optional — email addresses, phone numbers, dates of birth, physical addresses, IP addresses (all off by default)

How redaction works

PII Shield calls Zendesk's native Comment Redaction API. Sensitive values are permanently replaced at the storage level with typed labels like [SSN_REDACTED] or [CREDIT_CARD_REDACTED]. Redaction cannot be undone.

After every redaction, PII Shield posts a structured internal note to the ticket recording what was removed, which agent removed it, and the exact timestamp. This note is your durable audit trail.

Plans

Lite — Free. Full detection across all ticket comments and subjects. Manual redaction. See your PII problem immediately, for free, forever.

Pro. Selective redaction (choose exactly which items to redact), auto-tagging for Zendesk views and triggers, solve blocking with agent override tracking, account-wide settings via the admin panel, and a Ticket PII Report.

Business. Bulk Review for scanning historical ticket batches, 10 additional regulated-industry detectors, HIPAA Safe Harbor coverage map, compliance trends, confidence scoring, and advanced enforcement controls.

Installation

1. Install PII Shield from the Zendesk Marketplace

2. Open any support ticket — PII Shield begins scanning immediately with sensible defaults

3. For account-wide configuration, click the PII Shield icon in the left navigation bar to open the Admin Panel

4. Apply a configuration preset (Standard Support, PCI DSS, HIPAA Safe Harbor, or Financial Services) or configure detectors manually

5. Click Save Changes — settings apply account-wide on the next ticket open

Questions or support: hello@asa-labs.com