CHD Redact Process for L2

Level 2 process assurance

 

1)When tickets were routed to Level 2 from Level 1 for escalation, L2 must ensure to redact the details in Zendesk before providing the solutions/actions.

 

The information that L2 needs to redact is all information related to customer's personal details, this action should be done when the issue is completely resolved.

 

2)An example of details to redact will be the credit/debit card number, CVV, expiry date and any related screenshot that was provided by customer. 

 

3) Once completed, L2 must update internal notes in Zendesk to advise agents that all details provided by customers previously for investigation have been removed to protect customers' information.

 

Steps on how to redact in Zendesk :

 

1) Select the 3 dots on the right side of the assignee's name, then select redact:

 

 

2) Then you will see the 'Mark for redaction ' icon and select where you want to redact :

 

 

3) At the bottom, you will see the red button below and just select it.

 

 

**Please ensure to adhere to the objective of protecting the personal data of individuals with respect to commercial transactions.