Installation

1. Install the Intelligent Voice PCI Redaction app from the Zendesk App Store, by clicking the Free Trial button in the top right hand corner of the App Store listing: https://www.zendesk.com/apps/support/intelligent-voice-pci-call-redaction/  Note: applications other than the Zendesk Talk application, e.g. Amazon Connect Zendesk Integration, are not currently supported.
   
   
2. Create a new API token from Zendesk.  Details on how to do so are available from Zendesk themselves here: https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token- The email address used to create the API token must be of a Talk Agent with Administrator privileges.
   
   
3. Register the API token at https://enroll.intelligentvoice.com/ with:
   • Your Zendesk subdomain: subdomain.zendesk.com
   • The same email address of the Talk Agent with Administrator privileges used to create the API token from Zendesk in step 2 above
   • Your new Zendesk API token from Zendesk
     
     
4. The following are the default behaviours of the installed App for any new client:   
   
   
   • The original unprocessed recording as a default remains on the Support Ticket after the one processed by Intelligent Voice has been added, rather than being automatically deleted.  The original unprocessed recording will instead be automatically deleted by Zendesk itself once the retention period you've set in Zendesk for its call recordings have been reached; the minimum call recording retention period available within Zendesk is 24 hours.
     
     
   • Call Transcripts, including any dotted redactions, are displayed in the Support Tickets as a default rather than hidden
     
     
   • The processed recording, including any redactions, will as a default be playable directly in the Support Ticket, without having to first be downloaded.  
     
     If you require the alternative option for any of these three settings, email support@intelligentvoice.com to let us know
     
     
5. Check that you have received an email from support@intelligentvoice.com within 48 hours confirming your installation.  If you have not, email support@intelligentvoice.com to let us know.
   
   
6. Once you have received the email from support@intelligentvoice.com, double-check with Zendesk that the API token is registered there.

Configuration

1. If not all Talk agents handle PCI in English, restrict the Intelligent Voice PCI Redaction application’s Trigger to the Zendesk Group or Groups of Talk agents who do handle PCI in English. Details are provided here
   https://support.intelligentvoice.com/hc/en-us/articles/360009266593 
   Access to this article requires a sign in to the Intelligent Voice Support portal:
   • If you already have credentials you can sign in with your Password.  If you can't remember that password, click the Hyperlink bottom right 'Forgot my password'
   • If you don't have credentials yet, but have previously emailed support@intelligentvoice.com using your email address, then click on 'Get a password' on the bottom left.  
   • If you don't have credentials and have not previously emailed support@intelligentvoice.com then click on 'Sign up' on the lower left.   
     
     
2. If not all your Zendesk Support agents are also Zendesk Talk agents, or not all your Talk agents handle Payment Card Information in English, restrict the billing accordingly. This is done by restricting the Intelligent Voice PCI Redaction app to one or more Zendesk Groups, with the Zendesk Group or Groups containing only Talk agents who handle PCI in English.  Details on how to how to restrict access to any Zendesk application to certain groups are provided by Zendesk themselves here: https://zendesk.oapps.io/hc/en-us/articles/360011903200-How-to-restrict-access-to-any-application-for-certain-users- 
   
   
3. For the Talk Agent whose email address was used to register the API token at https://www.intelligentvoice.com/register/ update your Joiners, Movers & Leavers process to ensure that if that Talk Agent does leave your company, you update your registration with the email address of a different Talk Agent, who must either be an Admin or else have sufficient privileges to read and comment on all the Zendesk Talk tickets.  Otherwise the app will cease to function once you disable the departed employee's email address; this is a feature of Zendesk's architecture for Zendesk Apps.
   
   
4. If the email address of a named employee was used when registering the credit card payment details, update your Joiners, Movers & Leavers process to ensure that if they leave your company, you update your registration with a new email address.  Otherwise the app will cease to function once you disable the departed employee's email address; this is a feature of Zendesk's billing architecture for Zendesk Apps.  
   
   
5. As a belt and braces check, to comply with PCI DSS rules, we recommend you configure Zendesk Talk to automatically delete the original recordings after the minimum available retention period, which is 1 day: https://support.zendesk.com/hc/en-us/articles/213857708-Managing-call-recording-options-in-Talk#topic_slb_kwv_bkb 
   
   
6. If you require numeric information from call recordings to be recorded against the support ticket, such as days of the month or payment amounts, review the original unprocessed recording before the defined retention period has been reached, and record the information either against the support ticket or elsewhere.  
   
   
7. If you require workflows for redaction or / and non-detection of PCI in English, you can create custom Zendesk Triggers accordingly:
   • A post-redaction workflow trigger should look for a comment on the Support ticket:
     [Intelligent Voice redacted possible PCI data in this recording]
   • A non-detection workflow trigger should look for a comment on the Support ticket:
     [Intelligent Voice scanned this recording for PCI data]
   • For information on Zendesk triggers see https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work 
     
     
8. To avoid closing a Support Ticket before the PCI has been redacted from its call recordings, as a business process leave 24 hours from the final call containing PCI before closing the Ticket.  Zendesk will prevent Intelligent Voice from replacing the in-clear recording with the redacted one if the Status of the Support Ticket is Closed.  Zendesk also prevents any Closed Support Ticket being reopened, whether manually or via a third party application call.  As such any triggers or processes you have around automatically closing Support Tickets should be amended to only do so 24 hours after the last call has been made.     
   
   
9. If Payment Card Information in English is sometimes left in Voicemails, there is an additional configuration step detailed here:
   https://intelligentvoicesupport.zendesk.com/knowledge/articles/360006524774/en-us?brand_id=114094675073  

Billing

Billing is via Stripe, as prescribed by Zendesk for all their Marketplace apps. 

Billing is monthly in advance after your first month free. 

Whichever day of the month you first subscribed will be the day each month that you're billed.

Any increase or decrease in users, as per the section below, is adjusted on the next billing.   

Any changes you make to the number of users between the monthly renewal day results in a credit for the period from the date you made the change until the end of that 1 month period. It also creates a charge for the new user count for the same part period until the monthly renewal. If you make more than one change to the number of subscribed users within a month then the process is repeated.  

Adjusting the number of subscribed users to bill

To increase or decrease the number of billled users, adjust the number of users who are members of the Zendesk Group or Groups associated with the Intelligent Voice PCI Redaction app in Zendesk.  Details on how to how to restrict access to any Zendesk application to certain groups are provided by Zendesk themselves here: https://zendesk.oapps.io/hc/en-us/articles/360011903200-How-to-restrict-access-to-any-application-for-certain-users-

Alternatively, you can increase or decrease the number of Zendesk Groups associated with the Intelligent Voice PCI Redaction app in Zendesk, for example for seasonal employees.  If this approach is taken, you should also separately adjust the Intelligent Voice PCI Redaction application’s trigger to apply to the revised set of Zendesk Groups.  Details on how to do so are provided here: https://intelligentvoicesupport.zendesk.com/knowledge/articles/360009266593/en-us?brand_id=114094675073 

User can be reduced all the way to zero, and so at zero cost, for any closed seasons or period where payments are not being taken over the phone.    

Pre-existing recordings containing PCI

If you have pre-existing recordings containing unredacted PCI, whether in Zendesk or eleswhere, for which redaction is required please contact us to discuss rectification options.       

Future changes to your Zendesk Subdomain

If at any point in the future you change your Zendesk Subdomain, for example following a corporate rebranding, acquistion, or merger, you must contact us to let us know.  Otherwise the app will cease to work when the change to your Zendesk Subdomain is applied.     

Future changes to your Credit Card Payment details

If at any point in the future you need to change the credit card used to pay for your subscription, please contact us to let us know. 

Any other questions

If you have any questions about your service please contact us.