Advanced Data Privacy and Protection.
Zendesk Advanced Data Privacy and Protection (ADPP) provides extended control over how customer data is stored, used, and protected. The solution is designed for organizations with high requirements for security and regulatory compliance, making it easier to manage privacy in practice. With improved visibility, access control, and data governance, risk is reduced — while customer trust is strengthened.
Examples of functionality:
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Limit what data is displayed and stored through role-based access and data masking
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Gain visibility into who has accessed data, when, and from where
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Use customer-managed encryption keys (BYOK) for greater control over security
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Document compliance with regulations through logs and audit trails
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Keep a detailed access record.
Identify and prevent risks with a detailed record of data access. Log which agents have viewed what data, when, and from where, for user profiles, tickets and searches.
Define what data you keep.
Reduce sensitive data exposure and storage costs with custom deletion schedules that let you delete the data you donʼt need and retain the data you do. Create multiple data retention policies and conditions for different data types.
Redact personal information.
Automatically detect and easily remove personal data with AI-powered redaction suggestions. Create intelligent triggers to automate bulk redaction. Use ADPP’s built-in ability to automatically redact sensitive personal data (such as names, social security numbers) and Payment Card Industry (PCI) data from call recording transcripts in Zendesk Voice (Talk).
Limit what agents can see.
Ensure the right people see the right data by masking customer information in record fields based on role. Automatically mask personal data in these fields.
Control the key to customer data.
Encrypt Service Data using your own enterprise Key Management Service (KMS). This ensures that sensitive information stored in Zendesk remains secure and inaccessible to unauthorized parties.