Zoho Desk DLP

Protect Zoho Desk by Detecting and Redacting Sensitive Comments and Attachments in Tickets

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Zoho Desk DLP

Table of Contents

TL;DR:

Implementing a DLP solution for Zoho Desk is crucial for protecting sensitive information and ensuring compliance with regulations.
Strac's Zoho Desk DLP automatically discovers, scans, classifies, and remediates sensitive data to keep your customer support platform secure.
Features include redacting sensitive information, adhering to regulatory standards, utilizing advanced data discovery and classification, and implementing comprehensive remediation measures.
Strac's solution also protects unstructured data and various types of attachments, ensuring all aspects of your Zoho Desk instance are secure.
By choosing Strac as your DLP solution, you can rest assured that your organization's sensitive information is in safe hands.

Why One Needs a DLP Solution for Zoho Desk?

In today's digital age, protecting sensitive information is more critical than ever. As businesses increasingly rely on customer support platforms like Zoho Desk to manage customer inquiries, the potential for sensitive data exposure grows. Data Loss Prevention (DLP) solutions are essential for safeguarding this information and ensuring compliance with various regulations.

Illustration 1: Enhancing Security for Personally Identifiable Information (PII)

Imagine a customer submits a ticket to Zoho Desk containing their full name, address, and social security number. Without a DLP solution, this sensitive information could be exposed to unauthorized personnel, leading to potential identity theft and legal repercussions.

Illustration 2: Ensuring Protection for Payment Card Information (PCI)

A customer might include their credit card details in a ticket, unaware of the risks. If this data is not adequately protected, it could result in financial fraud and significant harm to both the customer and the company.

Illustration 3: Safeguarding Health Information Privacy (PHI)

For companies in the healthcare sector, handling tickets containing Protected Health Information (PHI) is a common occurrence. A ticket might include a patient's medical history or insurance information. Failing to protect this data could lead to severe HIPAA violations and damage to the company's reputation.

Given these scenarios, a robust DLP solution is crucial for any organization using Zoho Desk. It helps prevent unauthorized access to sensitive information, ensures compliance with regulatory requirements, and protects the company's reputation.

Understanding the Functions of Strac Zoho DLP

Strac, a leader in Data Discovery and Data Loss Prevention (DLP), offers a comprehensive solution for Zoho Desk. Strac's Zoho Desk DLP is designed to automatically discover, scan, classify, and remediate sensitive data, ensuring your customer support platform remains secure and compliant.

Redacting Sensitive Comments in Tickets

One of the key features of Strac's Zoho Desk DLP is its ability to redact sensitive information from comments in tickets. Whether it's Personally Identifiable Information (PII), Payment Card Information (PCI), or Protected Health Information (PHI), Strac's solution ensures that sensitive data is automatically identified and redacted before it can be accessed by unauthorized personnel. This includes unstructured text and various types of attachments such as PDFs, JPEGs, PNGs, screenshots, DOCX, and XLSX files.

Adhering to Regulatory Standards for Compliance

Compliance with regulations such as GDPR, HIPAA, and PCI-DSS is critical for any business handling sensitive information. Strac's Zoho Desk DLP helps ensure that your organization meets these compliance requirements by continuously monitoring and protecting sensitive data. By automatically scanning and redacting sensitive information, Strac minimizes the risk of data breaches and compliance violations.

Utilizing Advanced Data Discovery and Classification Features

Strac's Zoho Desk DLP leverages advanced data discovery and classification techniques to identify sensitive data across your Zoho Desk instance. Using machine learning algorithms, Strac can accurately classify various types of sensitive information, ensuring that no data is overlooked. This comprehensive approach helps maintain the integrity of your data and provides peace of mind that your organization's sensitive information is secure.

Implementing Comprehensive Remediation Measures

Strac offers a range of remediation actions to protect sensitive data within Zoho Desk. In addition to redaction, Strac's solution includes encryption, blocking, alerting, and deletion. These actions ensure that sensitive data is not only identified but also appropriately handled to prevent unauthorized access and data breaches. Strac's flexible remediation options allow organizations to customize their DLP policies based on their specific needs and compliance requirements.

Protecting Unstructured Data and Attachments

Strac's Zoho Desk DLP goes beyond traditional data protection by also securing unstructured data and various types of attachments. This includes images, documents, and other file types that may contain sensitive information. By automatically scanning and redacting sensitive data within these attachments, Strac ensures that all aspects of your Zoho Desk instance are protected.

Exploring the Complete Inventory of Sensitive Data Elements

Strac provides a comprehensive catalog of sensitive data elements that its Zoho Desk DLP solution can identify and protect. This catalog includes a wide range of data types, from basic PII such as names and addresses to more complex information like financial details and medical records. For a full catalog of sensitive data elements, visit Strac's blog.

Final Thoughts

In conclusion, a DLP solution is essential for any organization using Zoho Desk to manage customer support tickets. The potential risks of data breaches and compliance violations make it imperative to have robust data protection measures in place. Strac's Zoho Desk DLP offers a comprehensive solution that automatically discovers, scans, classifies, and remediates sensitive data. With advanced features like redaction, encryption, blocking, alerting, and deletion, Strac ensures that your Zoho Desk instance remains secure and compliant.

By choosing Strac as your DLP solution, you can rest assured that your organization's sensitive information is in safe hands. Strac's commitment to data security and compliance makes it the leader in Data Discovery and Data Loss Prevention, providing peace of mind for businesses of all sizes.

For more information on how Strac can protect your Zoho Desk instance, visit Strac's website.

Sensitive Data Types for Zoho Desk DLP

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

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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.