Security & Privacy
Articles that focus on privacy, security and governance in your Zendesk instance.
Zendesk strengthened its platform across governance, identity, and data protection. We introduced the Security overview dashboard, improved auth, Department Spaces, and advanced redaction. Read the article for practical steps to modernise APIs and secure your environment at scale.
Zendesk Messaging authentication just got simpler. A new Help Center setting lets the widget inherit user login status—no custom code needed. This article breaks down the setup, advanced use cases, how AI Agents can personalize replies, and the complex identity mapping that powers it all.
Zendesk’s new trigger-based redaction automates the removal of personal data, solving the privacy risks of manual oversight. Combined with Redaction Suggestions from the ADPP add-on, this update enables safer workflows, fewer manual steps, and smarter data hygiene for customer support teams.
This article takes a look at the new Redaction Suggestions for PII in Zendesk. Part of the Advanced Data Privacy and Protection add-on, this feature automatically looks for, and highlights potential personal information in your support tickets.
This article dives into Zendesk Deletion Schedules for tickets and bot conversations. It shows what's possible, how to setup the schedules and explains certain limitations.
From time to time spammers use open API endpoint in Zendesk to flood your inbox with tickets. This article shows an efficient and automatic way to deflect these tickets.
Zendesk introduced a new email verification flow to handle the mapping of authenticated Messaging users and exiting end-user profiles. It's a lot so let's dive in!
One of the big Trends for 2024 is the idea that security no longer is an add-on but should be seamlessly incorporated throughout the customer journey. To get started the right way, I've written a Zendesk Security Checklist. It's a practical approach to improve the security of your Zendesk instance.
Currently the authentication for Zendesk Messaging as described in my article below has some weird behaviours when it comes to matching to existing Zendesk User Profiles. There's also a rather long thread about these issues on the Zendesk Community.
You can authenticate your Zendesk Web Widget to identify your users, and to make restricted Help Center content available to users.
Zendesk recently added the ability to authenticate users in the Zendesk Messaging Web and Mobile SDK. This article shows how to set it up with sample code.
