If you do not see the Private Credentials metabox on the backend ticket details page, click `Screen Options` in the upper right-hand corner of the ticket details page, then make sure `Private Credentials` is checked.
This occurs if you change the master encryption key in your wp-config.php file. Once you set your key, changing it will change the key used to decrypt existing credentials as well – resulting in garbled output. If you wish to change your master key you should delete the credentials from all open tickets and ask your customers to re-add them to the ticket(s).
Passwords with double-quotes are not allowed right now. Everything after the “double quotes” will be removed. We hope to get this resolved in a future version.