Every string on the ticket is redacted after it is trimmed and before it is stored. The same projection is what the model sees. The pre-redaction ticket is not stored.
subject, customerMessage, externalId, message text, and string values in metadata go through that replacement. Email is replaced first, then payment-like numbers, then phone numbers. Metadata numbers, booleans, and nulls stay as they are. createdAt and message at are times, and they are not rewritten.
A SHA-256 hex hash of the redacted JSON is stored with the evaluation. Simulations list that hash as ticketHash.
Redaction is a fixed set of patterns. It does not detect names, addresses, account ids, or free-text secrets that do not match those patterns. Keep those out of the ticket when they are not required to judge it.
