Support Ticket Anonymization

The Support Ticket anonymization feature allows you to anonymize sensitive information while creating support tickets. This ensures that no confidential information is exposed in your support tickets while maintaining the ticket's structure.

How to Use the Support Ticket Anonymization Feature

1. Create Support Ticket:

   • Subject: Enter the subject of the support ticket.
   • Description: Write the description of the issue you are reporting. The anonymization tool will automatically detect and anonymize sensitive data as you type.

2. Select Anonymization Method:
   After composing the ticket, you can select the anonymization method to apply to the detected entities. Available anonymization methods include:

   • Replace: Replace detected entities with a placeholder (e.g., “******”).
   • Redact: Completely hide detected sensitive information (e.g., “REDACTED”).
   • Mask: Mask the detected information by replacing characters with a specific symbol (e.g., “*****”).
   • Tokenization: Replace sensitive information with a token, which is a randomly generated identifier that can be later mapped back to the original data.
   • Encryption: Encrypt the detected sensitive data so it is stored in a secure format, only accessible with a decryption key.
   • Pseudonymization: Replace sensitive data with pseudonyms, ensuring that the data cannot be traced back to an individual without additional information.
   • Hash: Hash the detected data, turning it into a fixed-size string that represents the original data, but cannot be reverted back to the original value.

3. Allow List:
   The Allow List lets you specify entities that should not be anonymized, even if they are detected. Add any terms or values you wish to keep intact in the Allow List.

4. Deny List:
   The Deny List ensures that certain entities are always anonymized, regardless of whether they are detected automatically. Add items to the Deny List to force their anonymization.

5. Select Entities to Detect:
   You can choose which types of sensitive information you want the tool to detect and anonymize in the support ticket. If you want to anonymize all sensitive entities, leave No selection checked. If you only want to anonymize specific types of data (e.g., credit cards, email addresses), select the appropriate entities.

   Available entities to detect include:

   • Credit Card
   • Crypto
   • Payment Information
   • Date/Time
   • Email Address
   • IBAN Code
   • IP Address
   • National Registration Number

6. Load Sample:
   You can click the Load Sample button to load a sample support ticket for anonymization. This helps you test the anonymization process with predefined data.

7. Show Analysis Explanations:
   You can enable Analysis Explanations to view how each detected entity was recognized and its confidence score.

8. Apply Anonymization:
   Once everything is configured, click the Apply Anonymization button to process the support ticket. The tool will replace the detected entities according to your selected anonymization method.

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By using the Support Ticket anonymization feature, you can ensure that sensitive data within your tickets is protected, helping you maintain privacy while interacting with customer support teams.