Why do I see unexpected automatic redaction in messaging tickets?

Question

I have turned off the automatic redaction of credit cards. Why do I see unexpected automatic redaction in messaging tickets?

Answer

The redaction of credit card numbers and other number strings may occur in messaging tickets due to a specific Sunshine Conversations option called maskCreditCardNumbers. This boolean setting is responsible for masking such numbers through Sunshine Conversations, even if you've deactivated this feature in Admin Center.

To completely deactivate this feature, send an API request to the appropriate endpoint. If needed, generate valid credentials to authorize the call.

If you don't have access to Sunshine Conversations, contact Zendesk Customer Support, provide permission to deactivate this setting on your behalf and include the Zendesk subdomain of your account.