PII Shield

Sensitive data ends up in tickets. This gets it out.

Customers paste card numbers into a reply. An engineer drops an API key in an internal note. Six months later it's still sitting in your ticket history, in your exports, and in whatever AI tool you just connected.

PII Shield finds that data and lets your agents permanently remove it using Zendesk's own redaction API.

Privacy-first detection

Detection runs in the agent's browser. Ticket content, customer conversations, and detected sensitive values are not sent to ASA Labs or a third-party AI service for detection. PII Shield sends ASA Labs limited product telemetry to understand adoption and reliability. That telemetry is limited to the app/version, plan, a randomly generated app installation identifier, configuration counts or flags, and allowlisted product usage events. It does not include ticket IDs or content, detected values, requester information, agent identities, Zendesk subdomains, or ticket field values.

What it finds

• Financial: credit cards (Luhn-checked), SSNs, bank accounts, routing numbers, IBANs, SWIFT codes, tax IDs, and last-four references
• Credentials: passwords, API keys (OpenAI, Stripe, AWS, GitHub, Google, Twilio, SendGrid, Mailgun), JWTs, Bearer and Slack tokens
• Identity: driver's licenses, passports, government IDs
• Healthcare and regional (Business): medical record numbers, NPI, DEA numbers, NHS numbers, Canadian SIN, UK National Insurance numbers, insurance member IDs
• Optional, off by default: emails, phone numbers, dates of birth, addresses, IP addresses

Checksums (Luhn, ABA, IBAN, and others) are used where they exist, so you get fewer false positives than a plain pattern match.

How redaction works

PII Shield calls Zendesk's native Comment Redaction API. Values are replaced at the storage level with clear labels like [SSN_REDACTED]. This is permanent and cannot be undone.

After each redaction, the app posts an internal note recording what was removed, who removed it, and when. That note remains in Zendesk as your audit trail.

Plans

Lite (free). Full detection across ticket comments and subjects, plus manual redaction. See what's in your tickets today, at no cost.

Pro. Selective redaction, auto-tagging for views and triggers, solve blocking with logged agent overrides, account-wide admin settings, and a Ticket PII Report.

Business. Bulk review of historical tickets, ten additional regulated-industry detectors, a HIPAA Safe Harbor coverage map, compliance trends, and confidence scoring.

Try before you change anything

The admin panel includes a test box: paste sample text and see exactly what your current settings would flag, without touching a live ticket.

Privacy policy: https://asa-labs.com/privacy/

Questions: hello@asa-labs.com