Knowledgebase

Using Sensitive Data in Support Tickets (Firstserv)

What Is Sensitive Data and Why Is It Used?

There may be occasions where you need to securely share confidential information with our support team, such as login credentials or passwords. Likewise, we may need to provide you with sensitive details (for example, updated passwords).

To ensure this information is protected, Firstserv provides a secure “Sensitive Data” feature within support tickets.

• All data submitted via this feature is end-to-end encrypted
• Sensitive data is automatically removed once the ticket is closed

Sending Sensitive Data to Support

When Creating a New Ticket

While submitting a new support request, you will see a Sensitive Data section towards the bottom of the form.

• Enter any confidential information in this area
• Avoid including sensitive details in the main message body

When Replying to an Existing Ticket

If you need to send sensitive information after a ticket has been opened:

1. Open your existing ticket
2. Click “Add Sensitive Data”
3. Enter the required information securely

Once submitted, please reply to the ticket to notify the support team that sensitive data has been added.

Receiving Sensitive Data from Firstserv

If our team needs to share confidential information with you:

1. Open the relevant support ticket
2. Click “View or Edit Sensitive Data”
3. You will then be able to securely view the information provided

✅ Using the Sensitive Data feature ensures that confidential information is handled securely at all times.

If you have any questions about securely sharing information, the Firstserv support team is always happy to assist.