Detect sensitive customer information before it spreads through tickets, AI tools, and connected systems.
PII Shield helps support teams catch data like credit card numbers, SSNs, bank details, and custom identifiers inside Zendesk workflows.
Back to ASA LabsComing soon. Built for Zendesk support teams.
Overview
Customers often send sensitive information directly into support conversations. Once it lands in a ticket, it can be copied into notes, pulled into summaries, sent to tools, or exposed to people who do not need it.
Scan ticket content for common PII patterns and business-specific identifiers.
Mask values, add tags, create internal notes, or route tickets for review.
Help keep sensitive data out of AI workflows, integrations, and unnecessary agent views.
Workflow
PII Shield is meant for the moments when customers paste too much information into a ticket and agents need a safer way to keep working.
Flag sensitive information when it appears in customer conversations.
Help prevent teams from sending sensitive values back into the thread.
Keep private notes useful without turning them into a place where sensitive data piles up.
Features
PII Shield is focused on day-to-day risk reduction, not heavy compliance theater.
Detect credit cards, SSNs, phone numbers, email addresses, bank details, and more.
Add rules for account IDs, claim numbers, order numbers, or internal identifiers.
Replace sensitive values with safer versions while keeping enough context for agents.
Add tags when sensitive information is found so teams can report, route, or audit the ticket.
Reduce the chance that sensitive customer data gets passed into AI summaries or tools.
Give admins a clearer view of where sensitive data is showing up in support workflows.
Privacy
PII Shield is being built to help Zendesk teams identify and limit unnecessary exposure of sensitive customer information.
It will not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties.