Privacy Policy
This policy applies to PII Shield, a Zendesk app developed by ASA Labs. It explains what information the app may access, what limited information may be transmitted to ASA Labs, and how PII Shield is designed to help Zendesk teams reduce unnecessary exposure of sensitive customer information.
What PII Shield does
PII Shield helps Zendesk teams detect, review, and redact sensitive information that may appear in support tickets, comments, internal notes, ticket subjects, and related support workflows.
Data access
PII Shield processes this information entirely within your Zendesk account. To detect and redact sensitive data, the app reads ticket content, comments, subjects, requester and user information, organization details, tags, and ticket fields as needed. This processing happens inside Zendesk. This ticket and customer content is never transmitted to, seen by, or stored by ASA Labs.
Types of information detected
Depending on your configuration, PII Shield may detect information such as credit card numbers, Social Security numbers, bank account information, passwords, API keys, authentication tokens, phone numbers, email addresses, account identifiers, order identifiers, claim numbers, healthcare identifiers, and other custom patterns configured by Zendesk administrators.
Data ownership and storage
Customer and ticket data remain your data. PII Shield is designed to operate within Zendesk and use Zendesk data only as needed to provide detection, redaction, tagging, solve blocking, reporting, review, and related app functionality.
Information transmitted to ASA Labs
PII Shield may transmit limited, anonymous product telemetry to ASA Labs to help operate, secure, support, and improve the app. This is limited to the app name and version, subscription plan, an anonymous installation identifier, configuration-level counts (such as how many detector types are enabled and whether solve blocking is configured), event type, and event timestamp.
This telemetry contains no ticket content, no detected or redacted values, no personal or sensitive information, no requester or agent details, and no Zendesk account subdomain. The installation identifier is a randomly generated value used only to distinguish installations for product analytics; it is not linked to any individual or account. Because this telemetry is anonymous, ASA Labs may be unable to associate it with a specific account or individual.
No sale or advertising use
PII Shield does not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties. Limited anonymous telemetry may be processed by hosting, database, and infrastructure providers acting on behalf of ASA Labs.
Detection and redaction
When sensitive information is detected, PII Shield may apply configured actions such as redacting selected values, updating ticket metadata, adding ticket tags, creating internal notes, preventing ticket resolution, or helping route tickets for review. Available actions depend on your account configuration.
Customer configuration
Zendesk administrators control which detectors are enabled, which actions are applied, and how tags, internal notes, solve blocking, review workflows, and related features are used within their Zendesk account.
AI and connected systems
PII Shield is intended to reduce unnecessary exposure of sensitive information before it is used in AI summaries, automations, integrations, reporting systems, analytics platforms, or other connected workflows.
Security
PII Shield is designed to help support teams identify and reduce unnecessary exposure of sensitive customer information inside Zendesk workflows. Reasonable administrative, technical, and operational safeguards are used to support secure handling of app data, including protection of server-side credentials used to receive telemetry.
Limitations
No automated detection system can guarantee that every instance of sensitive information will be identified or redacted. Customers remain responsible for reviewing app configuration and determining whether PII Shield meets their privacy, security, legal, and compliance requirements.
Changes to this policy
This policy may be updated from time to time. Any material changes will be reflected by updating the date shown on this page.
Contact
For questions regarding this policy or PII Shield, contact hello@asa-labs.com.