Secure Customer Service

Zendesk Security

More than 110,000 customers trust Zendesk with their data. This is not something we take lightly. 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.

Data center & network security

Physical security
Facilities Zendesk servers are hosted at Tier IV or III+, SSAE-16, PCI DSS, or ISO 27001 compliant facilities. Our co-location cage spaces are physically and logically separated from other data center customers. Data center facilities are powered by redundant power, each with UPS and backup generators.
On-site Security Our data center facilities feature a secured perimeter with multi-level security zones, 24/7 manned security, CCTV video surveillance, multifactor identification with biometric access control, physical locks, and security breach alarms.
Monitoring All Production Network systems, networked devices, and circuits are constantly monitored and logically administered by Zendesk staff. Physical security, power, and internet connectivity beyond co-location cage doors or Amazon services are monitored by the facilities providers.
Location Zendesk leverages data centers in the United States, Europe, and Japan. Customers can choose to locate their Service Data in the US-only or Europe-only (Zendesk Chat is Europe-only at this time). Learn more about our EU data hosting policies*Only available with Data Center 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 by redundant firewalls, best-in-class router technology, secure HTTPS transport over public networks, regular audits, and network Intrusion Detection and/or Prevention technologies (IDS/IPS) which monitor and/or block 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 utilized between 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 program, each year Zendesk employs third-party security experts to perform a broad penetration test across the Zendesk Production Network.
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 on triggers which notify the Security team based on correlated events for investigation and response.
Intrusion Detection and Prevention Major application data flow ingress and egress points are monitored with Intrusion Detection Systems (IDS) or Intrusion Prevention Systems (IPS). The systems are configured to generate alerts when incidents and values exceed predetermined thresholds and uses regularly updated signatures based on new threats. This includes 24/7 system monitoring.
Threat Intelligence Program Zendesk participates in several threat intelligence sharing programs. We monitor threats posted to these threat intelligence networks and take action based on our risk and exposure.
DDoS Mitigation In addition to our own capabilities and tools, we contract with on-demand DDoS scrubbing providers to mitigate Distributed Denial of Service (DDoS) attacks.
Logical Access Access to the Zendesk Production Network is restricted by an explicit need-to-know basis, utilizes 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 Communications between you and Zendesk Support and Chat servers are encrypted via industry best-practices HTTPS and Transport Layer Security (TLS) over public networks. TLS is also supported for encryption of emails.
Encryption at Rest All customers of Zendesk Support and Chat benefit from the protections of encryption at rest for offsite storage of attachments and full daily backups. Should Support customers desire to have their primary and secondary DR data-stores encrypted at rest, this is available for purchase via the Advanced Security add-on. Guarantees of encryption of Chat Service Data at rest are also available for purchase.
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 ensures Service Data is actively replicated across primary and secondary DR systems and facilities. Our co-location databases are stored on efficient Flash Memory devices with multiple servers per database cluster.
Disaster Recovery Our Disaster Recovery (DR) program ensures that our services remain available or are easily recoverable in the case of a disaster. This is accomplished through building a robust technical environment, creating Disaster Recovery plans, and testing.
Enhanced Disaster Recovery With Enhanced Disaster Recovery, the entire operating environment, including Service Data, is replicated in a secondary site to support service resumption should the primary site become fully unavailable. Should you require RTO and RPO gurarantees, these are available with the Advanced Security add-on. *Only available for Chat when you buy a Support plan with the Advanced Security Add-on

Application security

Secure development (SDLC)
Security Training At least annually, engineers participate in secure code training covering OWASP Top 10 security flaws, common attack vectors, and Zendesk security controls.
Ruby on Rails Framework Security Controls Zendesk Support utilizes Ruby on Rails framework security controls to limit exposure to OWASP Top 10 security flaws. These include inherent controls that reduce our exposure to Cross Site Scripting (XSS), Cross Site Request Forgery (CSRF), and SQL Injection (SQLi), among others.
QA Our QA department reviews and tests our code base. Several dedicated application security engineers on staff identify, test, and triage security vulnerabilities in code.
Separate Environments Testing and staging environments are separated physically and logically from the Production environment. No actual Service Data is used in the development or test environments.
Application vulnerabilities
Dynamic Vulnerability Scanning We employ a number of third-party, qualified security tools to continuously dynamically scan our Support and Chat applications against the OWASP Top 10 security flaws. 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 Zendesk Support, for both our platform and mobile applications, are continuously scanned for security issues via our integrated static analysis tooling.
Security Penetration Testing In addition to our extensive internal scanning and testing program, each quarter Zendesk employs third-party security experts to perform detailed penetration tests on different applications within our family of products.
Responsible Disclosure / Bug Bounty Program Our Responsible Disclosure Program gives security researchers an avenue for safely testing and notifying Zendesk of security vulnerabilities through our partnership with HackerOne.

Product security features

Authentication Security
Authentication Options

For admins/agents in Support and Chat, we offer Zendesk sign-in. For Zendesk Support, you may also enable SSO, and Google Authentication.

For end-users in Support and Chat, we support Zendesk sign-in. For Zendesk Support, you may also enable SSO and social media SSO (Facebook, Twitter, Google) for end-user authentication.

Single sign-on (SSO) Single sign-on (SSO) allows you to authenticate users in your own systems without requiring them to enter additional login credentials for your Zendesk Support instance.. Both JSON Web Token (JWT) and Security Assertion Markup Language (SAML) are supported. Learn more about SSO *SAML is only available for Professional and Enterprise accounts*JWT is only available for Team accounts and above
Configurable Password Policy Zendesk Support provides the following levels of password security: low, medium, and high, as well as set custom password rules for agents and admins. Zendesk allows you to set one password security level for end-users, and a different one for admins and agents. Only admins can change the password security level. *Applies to Professional and Enterprise accounts.
Two-factor authentication (2FA) If you are using Zendesk sign-in on your Zendesk Support instance, you can turn on 2-factor authentication (2FA) for agents and admins. Zendesk supports SMS and apps like Authy and Google Authenticator for generating passcodes. 2FA provides another layer of security to your Zendesk account, making it more challenging for somebody else to sign in as you. Learn more about 2FA
Secure 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.
API Security & Authentication The Zendesk Support API is SSL-only and you must be a verified user to make API requests. You can authorize against the API using either basic authentication with your username and password, or with a username and API token. OAuth authentication is also supported. Learn more about API security
Additional product security features
Access Privileges & Roles Access to data within Zendesk Support and Chat is governed by access rights, 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 access levels
IP Restrictions Zendesk Support and Chat 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 *Only available for Professional and Enterprise Support accounts and Chat Enterprise
Private Attachments In Zendesk Support, you can configure your instance so users are required to sign-in in order to view ticket attachments. If not configured, the attachments are accessible via a long and random token ticket ID.
Transmission Security All communications with Zendesk servers are encrypted using industry standard HTTPS over public networks. This ensures that all traffic between you and Zendesk is secure during transit. Additionally for email, our product supports Transport Layer Security (TLS), a protocol that encrypts and delivers email securely, mitigating eavesdropping and spoofing between mail servers.
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 setup 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 For added security, your Zendesk Support instance tracks the devices used to sign in to each user account. When someone signs into 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.
Automatic Redaction Automatic Redaction for Zendesk Support provides the ability to redact, or remove, digits from credit card numbers in ticket comments or custom fields so that you can protect confidential information. The data is redacted from an incoming ticket to prevent the full credit card number from being stored in Zendesk. Learn more about our Redaction Tool *Only available for Enterprise accounts
Spam Filter for Help Center and Web Portal Zendesk Support offers a spam filtering service which prevents end-user spam posts from being published on your Help Center or Web Portal. Learn more about filtering spam in Help Center and filtering spam in Web Portal

Compliance certifications and memberships

Security compliance
SOC 2 Type II We have a SOC 2 Type II report, available upon request and under NDA. For more information contact security@zendesk.com.
ISO 27001:2013 Zendesk is ISO 27001:2013 certified.
ISO 27018:2014 Zendesk is ISO 27018:2014 certified.
Memberships
Skyhigh Enterprise-Ready Zendesk received the Skyhigh Enterprise-Ready™ seal, the highest rating in the CloudTrust™ program. 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 organization 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.
Privacy certifications
TRUSTe® Privacy Certification Programs We’ve received TRUSTe’s Privacy Seal signifying that our privacy statement and our practices have been reviewed for compliance with the TRUSTe program, viewable on their validation page.
U.S.-EU Privacy Shield and U.S.-Swiss Safe Harbor programs Zendesk has certified compliance with the U.S.-EU Privacy Shield and U.S. - Swiss Safe Harbor programs set forth by the United States Department of Commerce.
Privacy Policy Learn more about privacy at Zendesk
Industry based compliance
HIPAA Zendesk has successfully completed a HIPAA/HITECH assessment and can make its Business Associate Agreement (BAA) available for execution by subscribers. *BAA is only available with purchase of the Advanced Security Add-on and only applicable to certain Zendesk products (special configuration rules apply).
Using Zendesk in a PCI Environment View our whitepaper on PCI compliance or learn more about our PCI compliant field for Zendesk Support.*Enterprise account required

Additional security methodologies

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 new employees attend a Security Awareness Training which is given upon hire and annually thereafter. All engineers receive annual Secure coding 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 screened through the hiring process and required to sign Non-Disclosure and Confidentiality agreements.