Plan requirement
| Subscription | Any plan |
| Access | Admin |
Card numbers removed on arrival, without anybody noticing them first. Switch this on today if it is off.
Turn it on
- Open the security settings in Admin Center.
- Enable automatic credit card redaction.
- Test with a sample number in a test ticket.
- Tell agents it exists.
Why this one is not optional
Customers send card numbers. They do it in the first message, they do it when asked for an order reference, and they do it in screenshots of their own banking app.
Without this, the number sits in the ticket indefinitely and is visible to everybody who opens it.
It only catches the text
A number typed into a comment is redacted. A number in a photograph is not, because it is a picture.
Attachments still need a person, which is why the next point matters.
Still ask people not to send them
A line on the request form saying never to send full card details prevents more than the automatic rule catches, and it costs one sentence.
Tell agents what happens
They will see redacted content and wonder whether they broke something. Explaining it once prevents that, and it teaches them to redact the cases the rule misses.
Test it properly
Send a test ticket with a sample number and confirm it is redacted. A setting that appears enabled and does nothing is worth catching now rather than during an audit.
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