📣 Release: Mask Customer Names in Ticket Content

Privacy-first teams, this one's for you! 🔒 A new AutoQA criterion tag — [mask customer names] — is now available, adding an extra layer of privacy to your AutoQA evaluations.

📈 What's New

When the [mask customer names] tag is enabled on a criterion, it masks customer names that Kaizo's AI service adds to the ticket content during AutoQA processing. This ensures that customer identities are not exposed in AutoQA reasoning, feedback, or test outputs.

⚠️ Important Distinction

This feature masks customer names within Kaizo's AI processing layer. It does not redact customer names from the original ticket content in Zendesk. The actual ticket data remains unchanged — the masking applies only to how the content is presented within AutoQA evaluations and related outputs.

🛠️ How to Enable

1. Navigate to Settings → Quality Assurance → select your QA Scorecard

2. Click on the criterion where you want to apply the tag

3. In the AutoQA metadata configuration, add the [mask customer names] tag

4. Save your changes

Future AutoQA evaluations for that criterion will mask customer names in the AI output.

💡 Pro Tip: Apply this tag to all criteria on a scorecard if your organization has strict data privacy requirements — this ensures consistent masking across the entire evaluation.

✨ Benefits

• Enhanced privacy: Customer names are masked in AI reasoning and feedback outputs.

• Compliance support: Helps teams in regulated industries meet data handling requirements during QA processes.

• No workflow changes: The masking is applied automatically — your QA team doesn't need to change how they work.

ℹ️ Note: This feature was originally requested by Canva and is now available to all Kaizo customers.

Need Help? 🤝

• Email: support@kaizo.com

• In-app chat: Click the help icon in Kaizo

• Your CSM: Schedule time with your dedicated Customer Success Manager