Zendesk Data Security Checklist for Enterprises

Did you know? A single data breach costs businesses an average of $8 million, and 70% of consumers won’t trust companies that fail to protect their data. Securing your Zendesk environment is not just important - it’s critical to protecting customer trust and avoiding financial losses.

Key Takeaways for Securing Zendesk:

• Encryption: Use AES-256 encryption for data at rest and TLS 1.2+ for data in transit. Consider the Advanced Data Privacy and Protection (ADPP) add-on for managing encryption keys (BYOK).

• Access Control: Implement role-based access control (RBAC), enforce strong passwords, and enable two-factor authentication (2FA).

• Data Lifecycle Management: Classify data, set retention policies, and automate deletion schedules to ensure compliance with GDPR and other regulations.

• Backups: Regularly export configurations using Zendesk APIs and avoid relying solely on sandboxes for recovery.

• Compliance: Leverage Zendesk’s certifications (e.g., SOC 2, ISO 27001, GDPR compliance) and audit logs to meet regulatory standards.

• Threat Detection: Monitor API activity, audit logs, and third-party integrations for unusual behavior.

• Incident Response: Develop a clear plan to detect, isolate, and respond to threats quickly.

By following these steps, you can build a multi-layered defense to safeguard sensitive customer data, meet compliance requirements, and maintain business continuity. Start with basic measures like encryption and RBAC, then expand into advanced features like custom authentication and enterprise-grade data governance.

Zendesk Advanced Data Privacy and Protection | Zendesk How-To

Basic Security Setup

Protecting your Zendesk environment starts with solid foundational controls. These essential configurations are the cornerstone of your security framework and play a key role in safeguarding your customer data.

Encryption and Data Privacy

Encryption is your first defense against unauthorized access. Zendesk ensures all communications are encrypted using industry-standard HTTPS/TLS (TLS 1.2 or higher) when data moves between your systems and Zendesk's servers over public networks. Additionally, service data is encrypted at rest using AES-256 encryption within AWS infrastructure.

For organizations needing greater control over encryption keys, Zendesk offers the Advanced Data Privacy and Protection (ADPP) add-on for Suite Enterprise plans. This feature supports BYOK (Bring Your Own Key) encryption, allowing you to manage your encryption keys via enterprise Key Management Services like AWS KMS, Azure Key Vault, Google Cloud KMS, and Thales CipherTrust Manager.

To enable the ADPP add-on, navigate to Admin Center > Account > Security > Advanced encryption. From there, configure your Key Management Service in the Secure Configuration Portal to activate advanced encryption.

Zendesk temporarily stores plaintext data only when necessary. Additional features like data masking, PII redaction, and detailed access logs provide transparency and help ensure sensitive information is handled appropriately.

Email communications are encrypted using opportunistic TLS, and the ADPP add-on includes data retention policies to minimize unnecessary data exposure.

Once encryption is in place, focus on implementing strict access controls to round out your security measures.

Role-Based Access Control (RBAC)

Access controls are critical for protecting sensitive customer information. Zendesk's role-based access control system allows you to assign permissions based on team members' responsibilities.

The platform includes predefined roles such as end-users (customers), agents (handling support tickets), administrators (with broader privileges), and the account owner (with full access, including billing). Enterprise plans enable custom agent roles, letting you create tailored permission sets to match your organization's needs.

You can manage roles and product access through the Admin Center, which centralizes control across multiple Zendesk products. Note that administrators cannot modify their own permissions - another admin or the account owner must handle such changes. Activating product access typically requires a license, while deactivating it frees up that license for reassignment.

To strengthen security, enforce strong password policies and require two-factor authentication for all agents and administrators.

Keep an eye on your system by monitoring login activity for unusual behavior, reviewing audit logs for security events, and enabling secure attachment downloads. The audit log feature, available on Enterprise plans and above, automatically tracks key account changes and security events.

Minimize the number of administrators to reduce potential vulnerabilities, and avoid sharing usernames, email addresses, or passwords among team members. Always verify the identity of anyone requesting sensitive information or account changes. For streamlined and secure access, consider implementing single sign-on combined with two-factor authentication.

Data Lifecycle Management

Managing data effectively throughout its lifecycle is key to maintaining compliance and ensuring security within Zendesk environments. This involves overseeing how data is created, stored, classified, and eventually deleted, all in alignment with your organization’s policies and regulatory standards.

Data Classification and Retention

Organizing Zendesk data into categories like public, internal, or confidential allows you to apply the right security measures and retention policies.

Start by mapping out the types of data flowing through your Zendesk instance. Customer support tickets can contain a wide range of sensitive information - from basic contact details to confidential business discussions or personal data governed by regulations like GDPR. Proper classification helps you determine retention periods and access levels.

Zendesk simplifies GDPR-compliant data retention with user deletion schedules, which can automatically delete end-users within 72 hours once specific criteria are met. Each account supports up to 24,000 user deletions per day. For ticket deletions, Zendesk can handle up to 200,000 deletions per account daily. When setting up deletion schedules, use consistent naming conventions and preview the records slated for deletion before activating the process. You can base these schedules on factors like inactivity periods, specific organizations, or custom tags tied to your classification system.

Tickets go through a soft delete process, staying in a recoverable state for 30 days before being permanently removed after 90 days. Deleted tickets are excluded from most Explore reports automatically.

To maintain visibility and compliance, track all deletions using audit logs. These logs not only document your compliance efforts but also provide a clear view of your data lifecycle management activities.

If your organization has stricter compliance needs, the Advanced Data Privacy and Protection add-on offers more detailed retention controls and privacy management options.

Once classification and retention rules are in place, focus on creating a robust backup strategy to safeguard your Zendesk configurations.

Backup and Restore Processes

Backing up configuration elements is just as critical as managing data retention. A solid backup and restore plan ensures your Zendesk setup remains secure and supports business continuity. Zendesk’s backup processes primarily target configuration elements like triggers, automations, custom fields, and workflows, rather than ticket data.

Zendesk does not include built-in audit or dependency-checking capabilities, making a structured backup approach essential. As your processes, automations, and team roles evolve over time, a proactive strategy becomes even more important.

Start with thorough documentation. Clearly document each trigger, automation, and custom object with detailed names, descriptions, and dependency diagrams. Include workflow diagrams covering ticket routing, categorization, satisfaction surveys, and notifications. Assign team contacts responsible for maintaining each workflow.

To automate and streamline backups, use the Zendesk Support API for regular configuration exports. Pair this with Change Management Apps to enforce approval processes for modifications. Regular API exports allow you to create snapshots of your configurations, which can be version-controlled and compared over time to detect changes or missing elements.

For enterprise-level environments, specialized backup automation tools can manage scheduled backups, map dependencies, and enable rapid restores. These tools often include approval workflows for modifications, reducing manual errors and ensuring smoother operations.

Avoid relying on Zendesk Sandbox as a backup solution. While sandboxes are great for testing, they lack the migration features and dependency tracking needed for reliable backups. Moving objects from sandbox to production requires manual effort and careful attention to dependencies.

Finally, test your restore processes regularly. Create a step-by-step guide for common restoration scenarios and train your team accordingly. Regular testing helps identify gaps in your backup strategy and ensures your recovery processes are effective when emergencies arise.

Compliance and Audit Controls

Zendesk offers a suite of compliance tools and audit features designed to help organizations meet regulatory standards and maintain robust security oversight. These measures work hand-in-hand with the core security and data management practices already discussed.

Certification and Regulatory Alignment

Zendesk aligns with various certifications to support enterprise compliance needs. The platform is regularly audited to maintain updated SOC 2 Type II reports and holds certifications such as ISO 27001:2022, ISO 27018:2019, ISO 27701:2019, and ISO 27017:2015.

"Zendesk uses best practices and industry standards to achieve compliance with industry-accepted general security and privacy frameworks, which in turn helps our subscribers meet their own compliance standards." - Zendesk Documentation Team

For government organizations, Zendesk is FedRAMP authorized at the Low Impact Software-as-a-Service (LI-SaaS) level and is listed in the FedRAMP Marketplace. Financial services organizations benefit from Zendesk’s full registration on the Financial Services Qualification System (FSQS). Healthcare organizations can take advantage of Zendesk’s HIPAA compliance capabilities by using the Advanced Compliance feature, which enables the platform to function as a business associate under HIPAA.

Zendesk’s certified AWS data centers also ensure compliance with standards such as ISO 27001, PCI DSS Service Provider Level 1, and SOC 2. For companies operating globally, Zendesk supports GDPR requirements and has Binding Corporate Rules (BCRs) approved by European data protection authorities. Additionally, the platform is recognized as an Infocomm Development Authority of Singapore (IDA) Data Intermediary in its role as a SaaS provider.

Organizations implementing HIPAA compliance must purchase the Advanced Compliance feature, sign Zendesk’s Business Associate Agreement (BAA), and ensure their teams are well-versed in HIPAA privacy and security rules. From there, it’s essential to integrate certification details with audit log monitoring to manage compliance risks effectively.

Audit Log Reviews and Risk Management

Zendesk’s audit logging tools provide the transparency needed to monitor security practices and identify risks before they escalate. Available to Enterprise and Enterprise Plus accounts, audit logs can be accessed through the Admin Center and the Support API.

These logs capture a wide range of security events, including account changes, user updates, app modifications, business rule edits, ticket deletions, and settings adjustments. Critical security events like user suspensions, password policy updates, customer data exports, and changes to custom role definitions are also logged.

To make the most of audit logs, filter API calls by user IDs to uncover permission issues or detect unusual behavior patterns. For instance, repeated searches for sensitive data like credit card information can signal potential security risks. By identifying these patterns early, organizations can investigate proactively instead of reacting to incidents after the fact.

For enhanced visibility, the Advanced Data Privacy and Protection (ADPP) add-on provides an access log that tracks data viewed by agents and admins over the past 90 days. Unlike audit logs that focus on system changes, the access log highlights what data was accessed, based on URLs visited.

Regular reviews of audit logs are critical to maintaining security. Focus on enforcing the principle of least privilege by evaluating user access levels and revoking unnecessary permissions. Watch for misconfigurations that might allow unauthorized access to private ticket data, and monitor for unusual access patterns that could indicate compromised accounts or insider threats.

Third-party tools like the Sumo Logic app for Zendesk can further streamline the process. These tools enable real-time monitoring of audit events, user activities, and security changes such as logins, user provisioning, and configuration updates. Automated alerts can flag suspicious activities, making it easier to respond quickly.

An effective audit strategy should include routine checks of user access levels, monitoring for unusual activity, and reviewing configuration changes that might impact security. Document your processes thoroughly, and train your team to respond appropriately when audit logs reveal potential issues. These practices tie directly into broader risk management efforts, reinforcing the importance of maintaining secure and compliant operations.

Threat Detection and Response

Using the audit logs and compliance insights discussed earlier, it's time to expand your threat detection efforts to include API monitoring and incident response. Organizations need to identify threats quickly and act decisively to safeguard their Zendesk environment. This means securing API endpoints and creating clear incident response strategies to minimize the impact of any security events.

API Security and Monitoring

Zendesk's API is a crucial entry point for integrations and accessing data, which also makes it a potential target for attackers. Thankfully, Zendesk offers tools to monitor API activity and identify unusual behavior patterns.

From the Admin Center dashboard, you can keep an eye on API usage to spot irregularities. This dashboard provides insights into usage trends, request volumes, and error rates, all of which can signal potential security issues. For instance, frequent request errors might indicate the need for throttling measures to prevent misuse.

A strong API token management strategy is essential for keeping API access secure. Always use API tokens instead of passwords for integrations and custom scripts. Clearly label each token with its intended use, and regularly review them to remove any that are no longer needed.

Audit logs can also help you track API calls by user ID, making it easier to detect anomalies like repeated access to sensitive data or unexpected export activities. Watch for API requests coming from unfamiliar IP addresses or locations, as these could signal unauthorized access attempts.

Additionally, make sure to audit third-party apps integrated with your Zendesk Support account. Ensure these apps are secure and up to date. Establish a robust change management process for all Zendesk modifications, requiring approvals and documentation for API integrations, permission updates, and system configurations.

Once API access is secured, your next priority should be rapid incident detection and response.

Incident Response and Escalation

With secure API practices in place, it's essential to develop an efficient incident response plan. In 2024, the average cost of a data breach reached $4.88 million. Alarmingly, 86% of breaches were linked to stolen credentials, and these breaches typically took 292 days to identify and contain. However, organizations that managed to contain breaches within 200 days saw 23% lower resolution costs.

Create targeted incident response playbooks for common threats like ransomware, phishing, and data exfiltration. Customize these playbooks based on your organization's specific risks and critical assets.

Your incident response plan should clearly define roles and responsibilities. Identify who will lead the response effort, who will manage communication with stakeholders, and who will handle technical remediation. Secure communication channels should be established for both internal teams and external contacts.

Strengthen your detection capabilities with advanced monitoring tools and skilled analysts. For example, implementing a SIEM (Security Information and Event Management) system can help consolidate logs from network devices and host systems, alerting your team to correlated security events. Additionally, use intrusion detection and prevention systems to monitor traffic for unusual behavior and generate alerts when thresholds are exceeded.

Zendesk itself has an incident management process to address security events. The platform commits to notifying subscribers within 48 hours of a verified Service Data Breach unless restricted by law enforcement or government agencies.

Regularly test your incident response plan with simulations and exercises to ensure its effectiveness and improve team coordination. Focus on quickly isolating compromised systems and removing malicious elements to contain and eliminate threats. Develop thorough recovery procedures, including routine testing of backups, and conduct post-incident reviews to identify weaknesses and strengthen your defenses.

Lastly, incorporate third-party risk management into your incident response plan. Include vendors and partners in your procedures and participate in threat intelligence sharing programs to stay informed about emerging risks. Provide employees with security awareness training to help them recognize phishing attempts, social engineering tactics, and other threats. A well-informed team can often spot potential issues before they escalate.

Enterprise-Specific Features

These enterprise-focused features build on strong threat detection and incident response tools, offering the advanced controls large organizations need for managing complex data environments.

Custom Authentication and MFA

For enterprises, integrating custom single sign-on (SSO) with existing corporate systems is a must. By using protocols like SAML 2.0, JWT, or OIDC, companies can link authentication to corporate servers or third-party identity providers such as Active Directory, Okta, or OneLogin. This approach streamlines user management and ensures consistent access policies across all platforms.

Adaptive multi-factor authentication (MFA) adds an extra layer of security tailored to user roles and risk levels. For instance, agents handling sensitive billing information might face additional verification steps, while general support agents could rely on standard authentication. This role-specific approach balances security with usability.

To further secure access, enterprises can implement allow and block lists. These lists restrict who can create accounts or log in to your Zendesk instance, reducing the risk of unauthorized access - even if valid credentials are compromised elsewhere.

Cross-Platform Data Governance

Managing enterprise data effectively goes beyond Zendesk’s built-in tools, incorporating advanced solutions like data loss prevention (DLP) systems and strategic data residency planning. By integrating DLP tools like Strac, organizations can scan and automatically redact sensitive information - such as financial data, health records, or personal details - in real time. This ensures compliance with regulations like HIPAA, PCI DSS, and GDPR.

For example, Strac’s machine learning capabilities can automatically detect and redact sensitive financial information, maintaining PCI and PII compliance for financial institutions. Healthcare providers can rely on this technology to safeguard protected health information (PHI), ensuring HIPAA compliance even when sensitive details are accidentally included in support tickets. Similarly, e-commerce businesses benefit from automated removal of customer data, such as email addresses, credit card numbers, and phone numbers, to prevent accidental exposure.

Regional hosting options add another layer of control by allowing you to dictate where customer data is stored and processed. When combined with Zendesk’s native role-based access control (RBAC), these tools help create robust data governance policies tailored to your organization’s structure and compliance needs. To maintain visibility and ensure compliance, regular audit log reviews across Zendesk and integrated systems are essential.

Adelante CX for Better Zendesk Security

Adelante CX builds on Zendesk's solid security framework by offering enterprise-ready solutions that strengthen both protection and functionality.

One standout feature is its HRIS integrations, which provide real-time employee data directly within the ticket view. This eliminates the need for agents to switch between systems, reducing exposure risks and ensuring compliance with industry standards. By simplifying workflows, this integration not only safeguards sensitive data but also supports advanced analytics for better operational insights.

Given that internal fraud accounts for 37% of organizational cases, with average losses reaching $31,000, secure, real-time access to employee data is more critical than ever.

Adelante CX also leverages AI-powered tools to improve workflows and enhance threat detection. These tools deliver post-interaction analysis and last-message insights, helping security teams spot potential risks while boosting ticket resolution efficiency. For example, HTZone implemented Adelante CX and achieved a 66% reduction in manual ticket responses, while also automating the detection and resolution of duplicate tickets.

"Adelante knows Zendesk inside-out and can take a customer's vision and provide an effective and smart solution. They brought in other solutions that we were unfamiliar with and can be integrated into the system to do the things it doesn't let us do out of the box."

• Uri Ironi, VP (B2B Projects), HTZone

Adelante CX ensures robust security through features like secure OAuth2 integrations, AWS hosting certified under ISO27001 and SOC2 standards, regular audits, and strict data minimization policies. For organizations that need extra security measures, enterprise procurement options include NDAs and DPAs.

Michael Brady from Airspace highlights the value of these solutions, describing them as essential to their success.

Adelante CX provides targeted solutions to enhance your Zendesk security. For more details, visit Adelante CX.

Conclusion

This checklist not only strengthens your Zendesk defense but also turns strategic planning into actionable security measures. Protecting Zendesk is vital for safeguarding both your business operations and the trust of your customers. With cyberattacks reaching all-time highs and the average cost of a data breach soaring to $4.45 million in 2023, securing enterprise data has never been more urgent.

83% of CX leaders rank data protection and cybersecurity as top priorities for their customer service strategies. Yet, only 28% say their teams have advanced knowledge of data privacy best practices. This gap between awareness and execution leaves many organizations vulnerable to serious risks.

"All businesses have data that's valuable and that has to be protected"
– Candy Alexander, international president at Information Systems Security Association

This checklist focuses on key elements like encryption, RBAC (role-based access control), backup protocols, and incident response planning. Together, these components form a multi-layered defense against evolving threats.

Security is not a one-and-done task - it requires continuous effort. Regular audits, employee training, and system updates are essential to maintaining a strong security posture. Each layer of protection outlined in this checklist works together to reduce vulnerabilities and enhance your overall strategy.

"There are companies that cease to exist because of a data breach"
– Alex Holden, CISO at consulting firm Hold Security

Start by implementing the basics, such as strong password policies and two-factor authentication, and then move on to more advanced enterprise-level features. Investing in a robust Zendesk security framework delivers long-term benefits, including customer trust, regulatory compliance, and business continuity. Taking proactive steps now can help you avoid costly breaches and protect your reputation.