Ticket Merger

Zendesk Security and Compliance

Zendesk security deserves the same review as your CRM. Support queues hold some of the most sensitive data in a company, and they're usually reviewed last.

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Zendesk security settings to check inside your account

Roles and permissions. Who can delete tickets, export data, change automations and merge. On Enterprise, custom roles let you separate these properly.
Two-factor authentication, enforced rather than encouraged.
SSO, so access is removed centrally when somebody leaves. Manual offboarding is where access lingers.
API tokens. Who holds them, and whether integrations run on a dedicated service account rather than somebody's personal login.
The audit log, so when somebody asks "who changed that", you're not guessing.
Retention and deletion policies, before somebody in legal asks.

What procurement will ask for

Have these ready before the security review. You don't want to be assembling them during it.

Certifications and audit reports from the vendor trust centre.
Data residency options and where your instance actually lives.
Sub-processor list.
Encryption in transit and at rest.
Breach notification commitments.

All of that comes from Zendesk. What comes from you is the internal configuration above, and that's the part reviews actually find problems in.

The risk people forget

Every app you install in the agent interface can read ticket data. All of it. A marketplace app with broad access is a vendor with access to your customer conversations, and it rarely goes through the same review as the helpdesk itself.

Audit your installed apps once a quarter, and check what each one reads.

FAQ

Frequently asked questions

Where is the Zendesk trust center, and does it cover GDPR?

The Zendesk trust center publishes certifications, sub-processors and the security documentation procurement asks for. Zendesk GDPR material sits there too, including the data processing addendum and the standard contractual clauses.

Where do I find Zendesk security and compliance documentation?

The trust centre is where Zendesk publishes certifications, audit reports and sub-processor information. That's what procurement will want.

Can we choose where Zendesk stores our data?

Data residency options exist on certain plans and regions. Don't assume, confirm for your account.

Fewer tools, fewer reviews

Ticket Merger connects with the narrowest scope that lets it read the queue and merge, and retains no conversation content beyond the comparison window.

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Keep reading

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