/
/
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.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
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.
**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.
02
Find
It scans the public comments for matches or credential-like content and masks them.
03
Confirm
You choose which comments to make private.
04
Hide
It makes each one private, then rereads the public thread to confirm.
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.
zendesk-get-ticket-comment
zendesk-make-ticket-comment-private
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.
The outcome
Sensitive details off the public thread, never repeated
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

.webp)
