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Zendesk

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Hide sensitive Zendesk ticket comments
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Take passwords and card numbers off Zendesk threads

For support agents who need sensitive details pulled from public Zendesk comments quickly and safely, by asking their AI assistant.

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Hide sensitive Zendesk ticket comments
A customer pasted their password into Zendesk ticket 49012, can you hide that comment?
I found 2 public comments on ticket 49012 that look sensitive. - Comment from 12 May, requester: password value pa...42 - Comment from 12 May, requester: card number 41...11 - Note: making them private does not delete them or recall emails already sent Make both private?
Zendesk
Sample figures. Your results come from your own account.
zendesk-get-ticket-comment
zendesk-make-ticket-comment-private

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Zendesk

Zendesk
Run it on your own Zendesk data.

Connect Zendesk, pick your AI tool and paste the prompt.

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The problem

Passwords and card numbers sit on public ticket threads

Customers sometimes paste passwords, card numbers or API keys into a Zendesk ticket, and those comments stay public. Finding them in a long thread and hiding each one by hand is slow and easy to miss.

Without PopdockAI

  • Scroll the whole thread looking for secrets
  • Hide each comment one by one
  • Copy sensitive values into notes while checking
  • Miss a key buried in a long reply

With PopdockAI

  • Public comments are scanned for credential like content
  • Matches are shown masked, never in full
  • You choose which comments to make private
  • The public thread is read again to confirm

The prompt

Use this prompt

Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.

Prompt
**Objective:** On Zendesk ticket `{ticket-id}`, find the public comments that contain `{search-text}` (or, if blank, anything that looks like a password, card number, bank detail or API key) and make them private.

**Step 1: Read the public comments**

Call `zendesk-get-ticket-comment` with ticket-id `{ticket-id}`, public true and max-records 200. If nothing comes back, say there are no public comments and stop.

**Step 2: Find the matches**

* If `{search-text}` is given, match comments whose comment text contains it, ignoring case.
* If it is blank, look for credential-like content: long digit runs that look like card numbers, IBAN or account numbers, words like password or secret followed by a value, and long random tokens.

For each match, keep comment-id, created-date, author-id and a masked excerpt (show only the first and last two characters of the sensitive value).

**Step 3: Confirm**

List the matches with their masked excerpts and ask which to make private. Wait for an explicit yes, per comment or for all.

**Step 4: Make private**

For each confirmed comment, call `zendesk-make-ticket-comment-private` once with ticket-id `{ticket-id}` and id set to the comment-id.

**Step 5: Verify and advise**

Call `zendesk-get-ticket-comment` with ticket-id `{ticket-id}` and public true again and confirm none of the chosen comment-id values remain. Remind the user that making a comment private does not delete it or recall emails already sent, and that exposed credentials should be rotated.

**Rules & Guidelines:**

* The only write allowed is `zendesk-make-ticket-comment-private`, once per confirmed comment.
* Never echo the full sensitive value in the conversation.
* Do NOT call `zendesk-add-ticket-comment` or `zendesk-update-ticket` to explain the change to the requester unless the user asks separately.

**Validation:**

* If nothing matches, say so and do not change anything.
* If the ticket cannot be found, say so and stop.

Who it's for

One answer, three teams that use it

Support agents

Hide a pasted password in one request

When a customer shares a password or card number, make the comment private without hunting through the thread.

The customer on Zendesk ticket 50431 pasted a card number. Find it and hide that comment.

Security and compliance teams

Clean up exposed credentials quickly

Find API keys and bank details on a ticket, see them masked, and get a reminder to rotate anything exposed.

Check Zendesk ticket 48802 for anything that looks like an API key or password and help me make it private.

Support team leads

Keep ticket threads safe to share

Make sure sensitive comments come off the public thread before a ticket is escalated or shared with others.

Search ticket 51990 for the text acct 4471 and hide any public comment containing it.

How it works

What PopdockAI does when you ask

You name the ticket, and your AI assistant finds sensitive comments and shows them masked. Only the comments you choose are made private, and it reminds you to change exposed credentials.

01

Ask

You name the ticket, and optionally the text to look for.

Your AI tool

02

Find

It scans the public comments for matches or credential-like content and masks them.

zendesk-get-ticket-comment

03

Confirm

You choose which comments to make private.

No items found.

04

Hide

It makes each one private, then rereads the public thread to confirm.

Your AI tool

What PopdockAI provides

The tools behind the answer

Ready made tools for Zendesk and one secure connection to your AI tool. No code, no exports.

get-data

zendesk-get-ticket-comment

Returns the comments on a Zendesk ticket, both public replies and internal notes, with their author and when they were posted.
run-action

zendesk-make-ticket-comment-private

Turns a public comment on a Zendesk ticket into a private internal note, so the requester can no longer see it. Useful for hiding sensitive information posted by mistake.
Read only.Nothing in Zendesk Changes

This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.

How Popdock AI secures your data

The outcome

Sensitive details off the public thread, never repeated

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.

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