Hiding clients' personal data
Usedesk has a new feature — hiding personal data from all users of the company. This helps companies improve security and rule out situations where employees can contact a client outside the support system.
Hiding clients' personal data also works in the Usedesk mobile app.
The “Hiding clients' personal data” feature is available on the new plans — to enable it, email us at support@usedesk.com
When the feature is enabled, clients' contact details stop being displayed in the Usedesk interface — for example, email and phone. Clients' names remain visible so that agents can work with tickets as usual.
Contact details are hidden in all sections of the system: in tickets and chats, the client list, search, exports, and reports.
Personal data is hidden from all users of the system, including administrators.
When the personal data hiding feature is enabled, you can create outgoing tickets and chats only for existing clients — you can find them through a search by name.
You can't add a client's contact details when creating a ticket or chat, since they are hidden from the system's employees.
This setting is especially useful for companies in fintech or marketplaces, where it's important that all communication with clients goes only through official support channels.