FreshDesk DLP

Detect & Redact Sensitive Comments, Files in FreshDesk Tickets - FreshDesk DLP (Data Loss Prevention)

Table of Contents

TL;DR:

FreshDesk lacks robust data protection features, posing challenges for businesses handling sensitive information.
Strac FreshDesk DLP offers automated detection and redaction of sensitive data within customer communications.
Businesses can customize data elements, receive configurable alerts, and integrate Single Sign-On for enhanced security.
By leveraging Strac FreshDesk DLP, businesses can enhance data protection, mitigate risks, and ensure compliance effectively.

FreshDesk, a popular customer support platform, serves as a central hub for businesses to manage customer interactions seamlessly. However, with the increasing volume of sensitive information exchanged within FreshDesk, ensuring robust data protection becomes imperative. This article delves into the challenges faced by businesses in safeguarding sensitive data within FreshDesk and explores solutions to mitigate these risks effectively.

The Challenge of Data Protection in FreshDesk

FreshDesk serves as a pivotal platform for businesses to handle customer queries, complaints, and support tickets. However, amidst the influx of customer communications, sensitive information such as Personally Identifiable Information (PII), Payment Card Information (PCI), and confidential business data can easily get intermingled within the system.

Unlike enterprise-grade solutions, FreshDesk lacks comprehensive Data Loss Prevention (DLP) features, data categorization capabilities, and content filtering mechanisms. This deficiency poses significant challenges for businesses striving to uphold stringent data protection standards. Manual identification and management of sensitive data within FreshDesk become arduous and error-prone tasks, leaving businesses vulnerable to data breaches and non-compliance with regulatory mandates.

Ensuring Compliance and Data Security with FreshDesk DLP

Strac FreshDesk DLP, powered by innovative solutions like Strac, offers a tailored approach to address the data protection needs of businesses using the platform. By integrating advanced DLP capabilities into FreshDesk, Strac empowers businesses to detect, redact, and secure sensitive information effectively.

Automated Detection and Redaction: Strac FreshDesk DLP automates the detection and redaction of sensitive data within customer communications. Whether it's personally identifiable information, financial details, or confidential business data, the software intelligently identifies and masks sensitive elements, ensuring compliance and mitigating the risk of unauthorized access.
Customizable Data Elements: Businesses leveraging Strac FreshDesk DLP can customize the software to recognize and protect a wide array of sensitive data elements. From credit card numbers and social security numbers to passport details and API keys, Strac FreshDesk DLP offers comprehensive coverage, allowing businesses to safeguard diverse types of sensitive information exchanged within the platform.
Configurable Alert Mechanisms: Strac FreshDesk DLP provides configurable alert settings, enabling businesses to receive real-time notifications for any detected instances of sensitive information. Whether it's via email alerts or Slack notifications, businesses stay informed about potential data breaches, allowing for prompt remediation actions.
Integration with Single Sign-On (SSO): The integration of Single Sign-On capabilities enhances security and streamlines access control within FreshDesk. Employees can securely authenticate themselves to access sensitive data, ensuring that only authorized personnel can view and manage sensitive information within the platform.

Sensitive Data Types for FreshDesk DLP

Checkout all the sensitive data elements and file formats supported by Strac: https://www.strac.io/blog/strac-catalog-of-sensitive-data-elements

Conclusion

In an era where data privacy and regulatory compliance are paramount, businesses must proactively address the challenges associated with safeguarding sensitive data within customer support platforms like FreshDesk. With FreshDesk DLP powered by Strac, businesses can enhance data protection, mitigate risks, and ensure compliance with regulatory standards effectively. By leveraging automated detection, customizable protection mechanisms, configurable alerts, and seamless integration with Single Sign-On, businesses can harness the power of FreshDesk while upholding stringent data security and compliance standards. standards.

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Sharepoint DLP Use Cases

Practical Scenario

A hospital’s billing and administrative teams use SharePoint Online to store patient invoices, medical reports, and insurance forms. While collaborating with external insurance providers, a staff member accidentally updates the permissions on a SharePoint document library to “Anyone with the link,” exposing potentially thousands of patient files containing PHI.

How Strac's Sharepoint DLP Helps

Continuous Data Discovery: Strac automatically scans existing and newly uploaded documents, identifying PHI (e.g., medical record numbers, Social Security Numbers).
Classification & Labeling: Once identified, files are labeled (e.g., “HIPAA Sensitive”), ensuring that administrators know which documents require the highest level of protection.
Visibility into Access: Strac provides real-time insight into who has access to these sensitive documents. Administrators can instantly see if unauthorized users or broad groups have viewing rights.
Revoke Public Links: If a file is publicly accessible, Strac immediately revokes those links and restores restricted access.
Alerts & Quarantines: When someone attempts to share PHI externally, Strac can alert admins, quarantine the file for review, or completely block the action.
Audit-Ready Reports: All actions are logged, enabling quick incident response and demonstrating HIPAA compliance for audits.

Practical Scenario

A mid-sized investment firm uses SharePoint to collaborate on various client files, including:

Credit card statements (subject to PCI-DSS)
ID documents (Driver’s Licenses, Passports, etc.) used for KYC (Know Your Customer) verification
Banking information such as account and routing numbers

An associate accidentally shares a SharePoint folder containing these files with a newly onboarded client who does not require access to all confidential documents. This folder is also accessible to several internal teams outside the immediate project, creating multiple potential exposure points.

How Strac's Sharepoint DLP Helps

Comprehensive Data Discovery: Strac scans both existing and newly uploaded documents in SharePoint for sensitive information such as credit card numbers, bank account details, and ID documents (Driver’s License, Passport formats).
Classification & Automated Labeling: Once identified, Strac applies meaningful labels (e.g., “PCI-DSS Sensitive,” “PII – ID Documents,” “Banking Info”) to ensure these files stand out and are subject to stricter security rules.
Visibility into Access: Strac provides an immediate view of who currently has access to these sensitive files. This allows admins to spot situations where external clients or internal teams unnecessarily have permissions.
Public Access Revocation: If a labeled document (e.g., containing card data or ID scans) is found to be publicly shared or too broadly accessible, Strac automatically revokes these links or permissions, aligning access with the principle of least privilege.
Alerts, Quarantines, and Blocks: When a user attempts to share a labeled document with outside domains—or with an entire department—Strac alerts administrators or quarantines/blocks the file share, depending on policy settings.
In cases where the share is intentional but needs review, admins can approve or deny the request within Strac’s dashboard.
Audit & Compliance: Every sharing event, label assignment, and access revocation is logged, creating a detailed audit trail. This helps demonstrate compliance with PCI-DSS, KYC, AML, and other regulatory requirements.
Automatic reporting simplifies any regulatory or internal compliance audit, reducing the administrative burden on security and compliance teams.

Practical Scenario

A software company keeps source code, product roadmaps, and design specs in SharePoint. Several teams—including external contractors—use the same SharePoint site. A developer accidentally grants a large group, including some non-disclosure–exempt contractors, access to a folder containing patent-pending code.

How Strac's Sharepoint DLP Helps

Holistic File Scanning: Strac inspects documents, PDFs, and archives for code snippets, system designs, and proprietary business terms to detect potential IP.
Intelligent Labeling: Documents identified as containing IP or trade secrets are automatically classified (e.g., “Proprietary IP”), reinforcing the need for restricted sharing.
Real-Time Access Insights: With Strac, administrators can instantly see who has access to IP-tagged files, enabling them to remove unauthorized users or reduce permission scopes.
Immediate Link Removal: If a contractor or external partner is mistakenly granted access to IP, Strac revokes public or unauthorized sharing before the files can be downloaded.
Alerts & Blocking: Strac’s policies can be configured to alert security teams or block external sharing attempts for files containing proprietary content.
Incident Response & Auditing: Detailed logs of every share request, label change, and access revocation aid in quick incident resolution and help prove due diligence if legal issues arise.