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Security, privacy, and sensitive information

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Support Library  /  Customer Support Center Guide / Urgency, Security, and Privacy
Last updated 5 days ago

Summary: Tickets are for support coordination, not secret storage. Send the minimum information DSE needs and verify that every recipient is authorized.

AudienceDSE customers and authorized contacts
Procedure3 guided sections
Checklist12 specific actions
ReviewedJuly 16, 2026
Visual walkthrough4 visual references for this procedure
Illustrated DSE secure information handling checklist.
Illustrated customer-safe data handling example; all records are fictional.
Numbered step path for Security, privacy, and sensitive information.
Mobile-readable step map matching the guided sections in this article.
Verification and closeout guide for Security, privacy, and sensitive information.
Mobile-readable verification, escalation, and handoff checkpoints for this procedure.
Annotated DSE walkthrough for Security, privacy, and sensitive information with three numbered red callouts.
Sanitized, production-faithful walkthrough. Follow the numbered red boxes and arrows to confirm context, complete the action, and verify the result.
01Never place these in a normal ticket
  • Passwords, temporary passwords, one-time codes, recovery links, or authentication secrets.
  • Alarm codes, duress codes, private keys, API secrets, or unprotected encryption material.
  • Full payment-card, bank-account, government identifier, or unnecessary medical information.
  • Unredacted visitor, employee, customer, or surveillance data unrelated to the support need.
02Share useful information safely
  • Redact secrets and unrelated names, messages, images, tabs, and account details from screenshots.
  • Use device names, door names, camera names, timestamps, and approved business contacts instead of secret values.
  • Add only authorized collaborators and avoid broad distribution lists.
  • Ask DSE for an approved secure exchange method when a technician specifically requires sensitive material.
03Report a concern
  • Tell DSE immediately if a ticket or attachment appears visible to the wrong person.
  • Identify the ticket number and the information at risk without repeating the sensitive content.
  • Follow your organization incident-response and notification procedure.
  • Change exposed credentials through the owning system, not by posting replacements in the ticket.

Content owner: DSE Service Operations · Production review: July 16, 2026

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