Scan while the ticket is open
PII Shield scans public comments and internal notes and surfaces sensitive values in the sidebar with type and location.
Zendesk Marketplace App
Customers paste sensitive data into tickets. PII Shield catches it before it spreads.
SSNs, card numbers, passwords, API keys, bank details. Agents see it, close the ticket, and it sits there in the comments. PII Shield scans ticket conversations, surfaces what it finds, and lets agents redact it before it goes anywhere else.
Free plan available. Pro from $3.00 per agent per month.
Overview
Most teams find out they have a problem during an audit.
Customers paste full card numbers into chat. They send SSNs in the ticket description. They include passwords in a follow-up reply. Agents handle it and move on. The data stays in the conversation, visible to anyone with Zendesk access, synced to integrations, and potentially summarized by AI tools.
PII Shield surfaces sensitive values in the sidebar while the agent is still on the ticket, so redaction happens in the moment instead of six months later.
Redact with one action
Select what to remove. PII Shield replaces the value with a redaction marker and logs an internal note with what was removed.
Block the solve if needed
Configure solve blocking so agents cannot close a ticket with unreviewed sensitive data still in the conversation.
Screenshots
Runs in the ticket sidebar. Nothing new for agents to learn.
PII Shield works inside the Zendesk ticket experience. Agents see it in the sidebar when something is detected. Admins configure it from the admin panel. No separate tool, no new tab.
Sensitive values surface in the sidebar while the agent is on the ticket. Before it is closed, before it syncs anywhere.
After redaction, the value is replaced with a marker and an internal note records what was removed and when.
Configure detectors, presets, tagging, and solve blocking from the admin panel. Set it once, adjust as your policies evolve.
Who it is for
Teams that handle sensitive data but cannot justify enterprise security add-ons.
PII Shield sits between agents handling it manually and paying for the full Zendesk Advanced Security package. It is the right tool when the risk is real but the budget or complexity is not there for a full compliance program.
Fintech and payments teams
Customers paste card numbers, bank details, and account credentials into support tickets. PII Shield catches it before it becomes a compliance finding.
E-commerce and marketplace support
High ticket volume means sensitive data slips through regularly. Bulk review lets you scan historical tickets, not just new ones.
Any team that has had a near-miss
If someone on your team has said "we need to do something about PII in tickets" and nothing has happened yet, this is the thing to install.
Pricing
Free to start. Paid plans add enforcement and controls.
The free Lite plan is enough to get started and see what is in your tickets. Pro and Business add solve blocking, presets, bulk review, and stronger controls for teams that need them.
Lite
Free
For teams getting started with PII detection.
- Detect common PII in ticket comments
- Manual redaction
- Basic tagging
- In-ticket review for agents
Pro
$3.00 / agent / month
14-day free trial. For teams that need stronger controls.
- Expanded detectors
- Selective redaction
- Admin configuration
- Auto-tagging
- Solve blocking
- Documented overrides
- Ticket activity history
Business
$5.00 / agent / month
14-day free trial. For larger teams with compliance requirements.
- Everything in Pro
- Bulk review
- Compliance presets
- HIPAA coverage mapping
- CSV export
- Advanced enforcement controls
- Reporting tools
Data handling
Processes in-browser. Nothing leaves your Zendesk account.
PII Shield runs detection in-browser within the Zendesk App Framework. Ticket content is not sent to an external server for processing. The app accesses your Zendesk data only to perform configured detection, redaction, tagging, and workflow actions.
PII Shield does not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties.