Protecting Customer and Ticket Data

Customer and ticket data may contain confidential operational or personal information and should be handled carefully.

Collect appropriate information

Store information that is relevant to providing the service or meeting a legitimate business requirement.

Avoid requesting unnecessary sensitive data.

Ticket content

Agents should consider whether information belongs in:

• a customer-visible reply
• an internal note
• a structured field
• another approved system

Attachments

Attachments may contain sensitive information.

Access to an attachment should follow the authorization rules of its parent record.

Exports

Exported customer data should be protected and shared only with authorized recipients.

Public content

Never place customer-specific information in public Knowledge Base articles.

Good practices

Follow organizational retention, privacy, and security policies. When uncertain whether sensitive information should be stored in the Helpdesk, consult the appropriate internal policy owner.