Hidden Security Risks In Zendesk Apps
Uncover hidden security risks in Zendesk apps and learn how to protect your business from data breaches, compliance penalties, and customer trust issues.
Data Privacy Management
Apr 2, 2025
Zendesk apps can expose your business to hidden security risks. Misconfigurations, weak access controls, and vulnerable third-party integrations can lead to data breaches, fines, and loss of customer trust.
Key Risks to Watch:
Misconfigurations: Gartner predicts these will cause most cloud breaches by 2025.
Weak Access Controls: Poor internal controls can expose sensitive data.
Third-Party Apps: Flaws in app integrations can lead to breaches.
All the ways to Protect Your Zendesk from third-party apps:
Employ internal controls on who can install apps.
Limit ticket access with private groups.
Review apps’ required permissions.
Perform regular security audits.
Train your team on security best practices.
One of the biggest risks is API integrations and Apps accessing your data on Zendesk without your knowledge.
Main Security Risks in Zendesk Apps
Zendesk apps face three main security challenges: gaps in external integrations, misconfigurations, and poor internal access controls.
External Vendor Supply Chain Risk
App integrations can be exploited. Even if your Zendesk is secure, you have no idea what code the app developer is running, in which regions it’s processing the data, and whether it’s keeping your data safe or if it’s using it for it’s own purposes.
Misconfigurations and Elevated Permissions
App developers normally choose the path of least resistance - getting an API access to your whole Zendesk instance. Instead of focusing on scopes and limiting the risk of a breach, they do what’s easiest for them in that moment. And what started as a temporary workaround, becomes a permanent in all the customer’s security.
Internal Control Weaknesses
Ever had an employee approving a blue checkbox and clicking ‘Next’ only to grant system-wide access to your Zendesk instance? You’re not alone. Installing apps is extremely easy, and even without an API key, an app already has access to an extremely wide level of information from your Zendesk. It can even start sending data from your Zendesk outside, without anyone noticing.
To address these risks, enforce strict internal controls. Limit administrator privileges, keep sensitive tickets within private ticket groups, which no apps are allowed to access, and use automation to detect unusual API activity.
Business Impact of Security Issues
Security problems in Zendesk apps can lead to financial losses, damaged customer relationships, and regulatory penalties.
Data Loss Events
Data breaches through Zendesk apps can expose sensitive customer and internal information. Even small misconfigurations can create major security gaps. For example, violations of PCI compliance can result in fines ranging from $5,000 to $100,000 per month. These breaches not only compromise the safety of data but also shake customer confidence in the business.
Loss of Customer Trust
The damage goes beyond financial losses. Breaches can severely harm a company’s reputation. For instance, email spoofing vulnerabilities may allow unauthorized access to support tickets and other communication channels. According to Zendesk's CX Trends 2022 Report, ticket volumes have risen across channels - webform/email increased by 10% year-over-year, and chat grew by 17% - meaning security issues can now impact more customers than ever before.
Compliance Violations
Security missteps also bring the risk of regulatory penalties. Failing to comply with data protection laws like GDPR, CCPA, HIPAA, or PCI DSS can result in heavy fines. For instance, PCI compliance violations alone can lead to substantial monthly penalties. Businesses need strong security protocols, as poor training can leave employees unprepared to handle critical security tasks.
Finding and Fixing Security Problems
Keeping Zendesk secure requires constant monitoring and staying ahead of potential risks.
App Tracking
You can track app installs easily, as well as any outgoing activity via the audit log and the webhook activity pages.
Use Zendesk's built-in tools and third-party solutions to track suspicious activities, such as unusual API call patterns, unauthorized data exports, or unexpected permission changes. However, monitoring alone isn’t enough - limiting access is just as important.
Access Level Controls
Managing access levels carefully can prevent security breaches. Apply the principle of least privilege, ensuring apps only have permissions necessary for their workflows. For enterprise setups, use private ticket groups to manage confidential information outside the scope of third-party apps.
Additionally, ensure app access is reviewed by at least 2 administrators.
App Security Assessment
Before adding third-party Zendesk apps, perform detailed security checks. Remember that if the app is free, your data is very likely how they make revenue.
Choose mature apps with SOC 2 or ISO 27001 certifications to ensure accountability. Finally, don’t overlook the importance of regular security training - strong systems are only effective when users know how to use them safely.
Safe Third-Party App Setup
Protect your Zendesk environment when setting up third-party apps by following a secure and structured approach to safeguard sensitive data.
When integrating third-party apps that may require extensive permissions, follow the following guidelines:
Monitor and log all app activities via the audit log.
Ask for SOC2 and ISO27001 reports to ensure compliance.
Always enforce strict access controls to who can install apps.
Check whether the app sets up any webhooks to send data outside your account.
Review the scopes of any Oauth tokens granted and see if you can minimize them.
Enterprise Security Solutions
Enterprise-level security requires thorough protection across all integration points.
To build a strong security framework:
Regularly monitor account audit logs for unusual activity
Create private groups with restricted access, where apps do not work. [4
Add extra verification steps for app installs, to ensure only vetted apps run on your account.
When combined with strict access controls and ongoing monitoring, these strategies form a solid defense system.
Ongoing security training is crucial to ensure all team members are equipped to follow these protocols effectively.
Wrapping It Up
Securing Zendesk apps means tackling vulnerabilities head-on, focusing on both platform and customer risks. Issues like misconfigurations and weak internal controls, as mentioned earlier, need quick fixes. According to Gartner, misconfigurations are expected to be the leading cause of cloud data breaches by 2025. This highlights the urgency of implementing strong security practices.
Beyond compliance, consider the financial impact. PCI violations can result in hefty fines. Plus, McKinsey research reveals that improving secure customer experience infrastructure can increase sales revenue by up to 7% and profitability by 2% in just a year.
Ongoing monitoring and refining of these strategies are crucial for keeping your Zendesk setup secure in the long run.
Related posts
5 Pitfalls For HIPAA Compliance in Zendesk
