Angela Ghanem
Articles
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How do I restrict processing & billing to just Talk Agents who handle PCI in English?
When you install the PCI Redaction app it creates a trigger which notifies PCI Redaction which calls need to be transcribed and redacted. You can modify this trigger to only send calls for selected...
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How do I restore the Default Trigger for PCI Redaction after manually creating a trigger?
If you have previously had to manually create a Trigger after the Default Trigger installed by the Marketplace App got disabled, this is how to remove it, and replace it with the Default Trigger. ...
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How do I recreate my PCI Redaction Trigger and Webhook?
If your Zendesk PCI Redaction Webhook or Trigger has been disabled and can't be reactivated, or there is another issue with either your webhook or your trigger you can recreate them by following th...
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How do I request reprocessing of recordings?
When a new recording is added to a ticket on your Zendesk, a trigger notifies PCI Redaction, which will attempt to read the recording and post a new comment to the same ticket. There are some case...
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How does PCI Redaction redact payment card data from native Zendesk Talk recordings?
Calls recordings go through a number of steps: 1. An agent or customer initiates the call 2. Zendesk Talk creates a new ticket in Zendesk Support 3. The call is completed 4. Zendesk Talk adds a new...
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What will be redacted from native Talk recordings?
When PCI Redaction detects speech in English which could be payment card information in a recording, it will redact all numbers and date information from the recording. This covers the long card n...
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How can I ensure native Talk recordings are being scanned for PCI?
To guard against processing ceasing to operate, for example because of a Zendesk trigger becoming corrupted or the original subscribing Talk Agent leaving the company, implement a process to monito...
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Letting PCI Redaction know if you change your Zendesk Subdomain
If at any point in the future you change your Zendesk Subdomain, for example following a corporate rebranding, or a merger or acquisition, you must contact us to let us know. Otherwise the app wil...
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How can I find tickets with comments added by PCI Redaction for Zendesk Talk?
When PCI Redaction for Zendesk Talk scans a call recording it places a copy of the recording in a comment in the ticket. This comment contains one of the following messages: [Redacted possible PCI...
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How do I change the credit or debit card used for billing?
If at any point you need to change the credit or debit card used to pay for your subscription, please contact us to let us know. We will then send you a link for you to add details of a new credi...