Secure Customer Service

Zendesk Security

More than 145,000 customers trust Zendesk with their data, and this responsibility is something we take very seriously! We combine enterprise-class security features with comprehensive audits of our applications, systems and networks to ensure customer and business data is always protected. And our customers rest easy knowing their information is safe, their interactions are secure, and their businesses are protected.

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Data Centre & Network Security

Data Centre Physical security
Facilities Zendesk hosts Service Data primarily in AWS data centres that have been certified as ISO 27001, PCI/DSS Service Provider Level 1, and/or SOC II compliant. Learn more about Compliance at AWS.

AWS infrastructure services include back-up power, HVAC systems, and fire suppression equipment to help protect servers and ultimately your data. Learn more about Data Centre Controls at AWS.
On-site Security AWS on-site security includes a number of features such as security guards, fencing, security video feeds, intrusion detection technology and other security measures. Learn more about AWS physical security.
Data Hosting Location Zendesk leverages AWS data centres in the United States, Europe and Asia Pacific. Learn more about Data Hosting Locations for your Zendesk Service Data.

Customers can choose to locate their Service Data in the US only or EEA only** Learn more about our regional data hosting options and Service Data type restrictions.

*Only available with Data Centre Location Add-on
Network Security
Dedicated Security Team Our globally distributed Security Team is on call 24/7 to respond to security alerts and events.
Protection Our network is protected through the use of key AWS security services, integration with our Cloudflare edge protection networks, regular audits, and network intelligence technologies which monitor and/or block known malicious traffic and network attacks.
Architecture Our network security architecture consists of multiple security zones. More sensitive systems, like database servers, are protected in our most trusted zones. Other systems are housed in zones commensurate with their sensitivity, depending on function, information classification and risk. Depending on the zone, additional security monitoring and access controls will apply. DMZs are utilised within the Internet, and internally between the different zones of trust.
Network Vulnerability Scanning Network security scanning gives us deep insight for quick identification of out-of-compliance or potentially vulnerable systems.
Third-Party Penetration Tests In addition to our extensive internal scanning and testing programme, each year Zendesk employs third-party security experts to perform a broad penetration test across the Zendesk Production and Corporate Networks.
Security Incident Event Management (SIEM) Our Security Incident Event Management (SIEM) system gathers extensive logs from important network devices and host systems. The SIEM alerts triggers which notify the Security team based on correlated events for investigation and response.
Intrusion Detection and Prevention Service ingress and egress points are instrumented and monitored to detect anomalous behaviour. These systems are configured to generate alerts when incidents and values exceed predetermined thresholds, and use regularly updated signatures based on new threats. This includes 24/7 system monitoring.
Threat Intelligence Program Zendesk participates in several threat intelligence sharing programmes. We monitor threats posted to these threat intelligence networks and take action based on our risk.
DDoS Mitigation Zendesk has designed a multi-layer approach to DDoS mitigation. A core technology partnership with Cloudflare provides network edge defences, while the use of AWS scaling and protection tools provide deeper protection along with our use of AWS DDoS-specific services.
Logical Access Access to the Zendesk Production Network is restricted by an explicit need-to-know basis, utilises least privilege, is frequently audited and monitored, and is controlled by our Operations Team. Employees accessing the Zendesk Production Network are required to use multiple factors of authentication.
Security Incident Response In case of a system alert, events are escalated to our 24/7 teams providing Operations, Network Engineering and Security coverage. Employees are trained on security incident response processes, including communication channels and escalation paths.
Encryption
Encryption in Transit All communications with Zendesk UI and API’s are encrypted via industry standard HTTPS/ TLS (TLS 1.2 or higher) over public networks. This ensures that all traffic between you and Zendesk is secure during transit. For email, our product also leverages opportunistic TLS by default. Transport Layer Security (TLS) encrypts and delivers email securely, mitigating eavesdropping between mail servers where peer services support this protocol. Exceptions for encryption may include any use of in-product SMS functionality, any other third party app, integration or service. Subscribers may choose to leverage at their own discretion.
Encryption at Rest Service Data is encrypted at rest in AWS using AES-256 key encryption.
Availability & Continuity
Uptime Zendesk maintains a publicly available system-status webpage which includes system availability details, scheduled maintenance, service incident history and relevant security events.
Redundancy Zendesk employs service clustering and network redundancies to eliminate single points of failure. Our strict backup regime and/or our Enhanced Disaster Recovery service offering allows us to deliver high level of service availability, as Service Data is replicated across availability zones.
Disaster Recovery Our Disaster Recovery (DR) programme ensures that our services remain available and are easily recoverable in the case of a disaster. This is accomplished through building a robust technical environment, creating Disaster Recovery plans, and testing activities.
Enhanced Disaster Recovery Enhanced Disaster Recovery package adds contractual objectives for Recovery Time Objective (RTO) and Recovery Point Objective (RPO). These are supported through our capability to prioritise operations of Enhanced Disaster Recovery customers during any declared disaster event. *Only available with Advanced Security Add-on

Application Security

Secure Development (SDLC)
Secure Code Training At least annually, engineers participate in secure code training covering OWASP Top 10 security risks, common attack vectors and Zendesk security controls.
Framework Security Controls Zendesk leverages modern and secure open source frameworks with security controls to limit exposure to OWASP Top 10 security risks. These inherent controls reduce our exposure to SQL Injection (SQLi), Cross Site Scripting (XSS), and Cross Site Request Forgery (CSRF), among others.
Quality Assurance Our Quality Assurance (QA) department reviews and tests our code base. Dedicated application security engineers on staff identify, test, and triage security vulnerabilities in code.
Separate Environments Testing and staging environments are logically separated from the Production environment. No Service Data is used in our development or test environments.
Vulnerabilities Management
Dynamic Vulnerability Scanning We employ third-party security tooling to continuously dynamically scan our core applications against the OWASP Top 10 security risks. We maintain a dedicated in-house product security team to test and work with engineering teams to remediate any discovered issues.
Static Code Analysis The source code repositories for both our platform and mobile applications are scanned for security issues via our integrated static analysis tooling.
Third-party Penetration Testing In addition to our extensive internal scanning and testing programme, Zendesk employs third-party security experts to perform detailed penetration tests on different applications within our family of products.
Responsible Disclosure / Bug Bounty Programme Our Responsible Disclosure Programme gives security researchers, as well as customers, an avenue for safely testing and notifying Zendesk of security vulnerabilities through our partnership with HackerOne.

Product Security Features

Authentication Security
Authentication Options Customers can enable native Zendesk authentication, social media Single sign-on (SSO) (Facebook, Twitter, Google) and/or Enterprise SSO (SAML, JWT) for end-user and/or agent authentication. Learn more about user access.
Configurable Password Policy Zendesk native authentication for products available through the Admin Centre provides the following levels of password security: low, medium and high, and sets customised password rules for agents and admins. Zendesk also allows for different password security levels to apply to end users vs agents and admins. Only admins can change the password security level. Learn more about configurable password policies.
2-factor authentication (2FA) Zendesk native authentication for products available through the Admin Centre offers 2-factor (2FA) for agents and admins via SMS or an authenticator app. Learn more about 2FA.
Service Credential Storage Zendesk follows secure credential storage best practices by never storing passwords in human readable format, and only as the result of a secure, salted, one-way hash.
Additional Product Security Features
Role-based Access Controls Access to data within Zendesk applications is governed by role-based access control (RBAC), and can be configured to define granular access privileges. Zendesk has various permission levels for users (owner, admin, agent, end user etc.). Learn more about user roles:
Details on global security and user access can be found here.
IP Restrictions Zendesk Products can be configured to only allow access from specific IP address ranges you define. These restrictions can be applied to all users or only to your agents.Learn more about using IP restrictions:
Private Attachments You can configure your instance so users are required to sign in to view ticket attachments. Learn more about Private Attachments.
Email Signing (DKIM/DMARC) Zendesk Support offers DKIM (Domain Keys Identified Mail) and DMARC (Domain-based Message Authentication, Reporting & Conformance) for signing outbound emails from Zendesk when you have set up an external email domain on your Zendesk. Using an email service that supports these features allows you to stop email spoofing. Learn more about digitally signing your email.
Device Tracking Zendesk tracks the devices used to sign in to each user account. When someone signs in to an account from a new device, it is added to the device list in that user's profile. That user can get an email notification when a new device is added, and should follow up if the activity seems suspicious. Suspicious sessions can be terminated from the agent UI. Learn more about device tracking.
Redacting Sensitive Data Manual redaction provides the ability to redact or remove sensitive data in Support ticket comments, and securely delete attachments so you can protect confidential information. The data is redacted from tickets via the UI or API to prevent sensitive information being stored in Zendesk. Learn more about redaction via the UI or API.

Automatic redaction provides the ability to automatically redact strings of numbers which match a valid credit card primary account number (CC PAN) which match a Luhn check in both Support and Chat. Learn more about automatic redaction in Support and Chat.

Zendesk Support offers a configurable PCI-compliant credit card field which redacts all but the last four digits. Learn more about Zendesk’s Compliance.
Spam Filter for Help Centre Zendesk’s spam filtering service can be used to prevent end-user spam posts from being published on your Help Centre. Learn more about filtering spam in Help Centre.

Compliance Certifications and Memberships

Security Compliance
SOC 2 Type II We undergo routinised audits to receive updated SOC 2 Type II reports, available on request and under NDA. For more information, contact security@zendesk.com.
ISO 27001:2013 Zendesk is ISO 27001:2013 certified. The certificate is available for download here
ISO 27018:2014 Zendesk is ISO 27018:2014 certified. The certificate is available for download here
Memberships
Skyhigh Enterprise-Ready Zendesk received the Skyhigh Enterprise-Ready™ seal, the highest rating in the CloudTrust™ programme. It is bestowed on cloud services that fully satisfy the most stringent requirements for data protection, identity verification, service security, business practices and legal protection.
Cloud Security Alliance Zendesk is a member of the Cloud Security Alliance (CSA), a not-for-profit organisation with a mission to promote the use of best practices for providing security assurance within Cloud Computing. CSA has launched the Security, Trust & Assurance Registry (STAR), a publicly accessible registry that documents the security controls provided by various cloud computing offerings. We've completed a publicly available Consensus Assessment Initiative (CAI) Questionnaire, based on the results of our due diligence self-assessment.The CSA CAIQ is available for download here.
Privacy Certifications
TRUSTe® Privacy Certification Programmes Zendesk has demonstrated that our privacy programmes, policies and practices meet the requirements of EU-US Privacy Shield and/or Swiss-US Privacy Shield. These companies have self-certified their participation in Privacy Shield with the US Department of Commerce at https://www.privacyshield.gov/list. TRUSTe verifies Privacy Shield compliance consistent with the requirements of the Privacy Shield Supplemental Principle on Verification.
EU - US and Swiss - US Privacy Shield Certification Zendesk has certified compliance with the US-EU and Swiss - US Privacy Shield frameworks to the US Department of Commerce and has been added to the Department of Commerce list of self-certified Privacy Shield participants. Our certifications confirm that we comply with the Privacy Shield Principles for the transfer of European and Swiss personal data to the United States.Learn more about Privacy Shield.
Privacy Policy Learn more about privacy at Zendesk
Industry-Based Compliance
HIPAA We help customers address their HIPAA obligations by leveraging appropriate security configuration options in Zendesk products. We also make our Business Associate Agreement (BAA) available for execution by subscribers.

*BAA is only available with the purchase of the Advanced Security Add-on and only applicable to certain Zendesk products (special configuration rules apply).
PCI View our white paper on PCI compliance or learn more about our PCI compliant field for Zendesk Support.

*Enterprise account required
For our PCI Attestation of Compliance (AoC) and Certificate of Compliance, contact security@zendesk.com

Human Resources Security

Security Awareness
Policies Zendesk has developed a comprehensive set of security policies covering a range of topics. These policies are shared with and made available to all employees and contractors with access to Zendesk information assets.
Training All employees attend a Security Awareness Training which is given on hiring and annually thereafter. All engineers receive annual Secure Code Training. The Security team provides additional security awareness updates via email, blog posts, and in presentations during internal events.
Employee Vetting
Background Checks Zendesk performs background checks on all new employees in accordance with local laws. These checks are also required to be completed for contractors. The background check includes Criminal, Education and Employment verification. Cleaning crews are included.
Confidentiality Agreements All new hires are required to sign Non-Disclosure and Confidentiality agreements.

Downloadable security resources

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If you need access to our SOC 2 report, please email us at security@zendesk.com.