Compliance tools

Updated Nov 6, 2026

Admin Center, Security & compliance, Compliance has four tabs to protect personal data under GDPR and POPIA.

Redaction

Every subject and comment is checked before it is saved, on every channel. Matches are replaced with █ and only a count is kept in the audit.

Card numbers are always checked. The last four digits stay visible.
Regional packs add validated detectors, off by default: South Africa (ID numbers), European Union (IBANs and national ID numbers), United States (Social Security numbers), and Bosnia and Herzegovina, Serbia and Croatia (JMBG and OIB).
New pattern adds your own regular expression, for example for PINs. If it has a group, only group 1 is masked, so a label like "PIN:" stays readable.
Try it shows how a sample message would be stored. Nothing you type there is saved.

Attachments are not scanned. Agents can redact text and files from a ticket by hand. See Redact content from a ticket.

Delete or anonymise closed tickets after a number of months. See Set data retention.

Record a customer's request to be forgotten, approved by a second admin, and export a customer's data. See Handle a GDPR request.

Who changed which setting and when. See Review the audit log.

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