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Compliance tools

Automatic redaction, retention policies, erasure requests and the admin audit log.

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Admin Center, Security & compliance, Compliance has four tabs to protect personal data under GDPR and POPIA.

Redaction

Every subject and comment is checked before it is saved, on every channel. Matches are replaced with █ and only a count is kept in the audit.

  • Card numbers are always checked. The last four digits stay visible.
  • Regional packs add validated detectors, off by default: South Africa (ID numbers), European Union (IBANs and national ID numbers), United States (Social Security numbers), and Bosnia and Herzegovina, Serbia and Croatia (JMBG and OIB).
  • New pattern adds your own regular expression, for example for PINs. If it has a group, only group 1 is masked, so a label like “PIN:” stays readable.
  • Try it shows how a sample message would be stored. Nothing you type there is saved.

Attachments are not scanned. Agents can redact text and files from a ticket by hand. See Redact content from a ticket.

Retention

Delete or anonymise closed tickets after a number of months. See Set data retention.

Erasure requests

Record a customer’s request to be forgotten, approved by a second admin, and export a customer’s data. See Handle a GDPR request.

Admin audit log

Who changed which setting and when. See Review the audit log.

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