Personally identifiable information in surveys and support tickets
Marvin can automatically detect and hide personally identifiable information (PII) in open-ended survey responses and support tickets. PII includes names, email addresses, banking information, nationality, race, gender, etc.
You can use this feature to ensure that your research complies with data privacy regulations like GDPR and HIPAA*. You can also mask PII in recordings. Learn more about it in our help center article.
*Only users on an Enterprise plan have access to this feature.
How do I mask PII?
Marvin can redact PII for Zendesk and Intercom tickets, and surveys from Pendo, DScout Qualtrics, Survey Monkey and Google Forms. It also works for CSV uploads of surveys as well as support tickets.
Locate the survey or support ticket file in your project. Click “Hide participant's personal info” in the file details.
You'll also see this option inside the file.
When you enable redaction for a file, it’ll hide PII for all existing open-ended responses. It’ll automatically check and remove PII for all new tickets and responses.
At the moment, Marvin can only mask PII in English.
What kind of information can I mask?
For surveys and support tickets, you can mask the following information:
Personal Information
Name
Email Address
Date of Birth
Phone Number
Organization
Driver's License
US Social Security Number
Age
Location
Financial Information
Banking Information
Credit card info
Health & Medical
Blood type
Other
Language
Number Sequence
Date
Nationality
You can also stop redacting PII from surveys and support tickets at any point. Just toggle off the setting when you want to pause or stop it.
Responses that have already been redacted will not be reverted.
FAQs
Q. Can I redact PII for surveys and support tickets in all languages supported on Marvin?
A. At the moment, Marvin can only redact this data in English.
Q. Can I auto redact PII for all surveys and support tickets in my repository?
A. For now, you need to enable PII from individual files. You can enable this for multiple files in one go.
Q. Can I resume PII redaction on a survey or support ticket after pausing it?
A. Yes, when you resume redaction, Marvin will mask PII in all open-ended responses. It will only process responses on and after the date you paused redaction. It will not scrub any responses before that date
Q. Can I edit which PII fields I want to redact?
A. At the moment, you cannot edit or add types of PII for redaction once a file has been processed.