Security Configurations for Zendesk Talk and FedRAMP Tailored ATO Compliance

Talk is now under the scope of Zendesk’s FedRAMP Tailored ATO with a low risk designation (Li-SaaS), as defined by FedRAMP.gov.

Zendesk products currently in scope for FedRAMP ATO include:

Support

Guide

Gather

Explore

Talk

Sunshine Conversations

Messaging Functionality (Generative AI functionality is not yet included in scope, and should not be turned on; additional limitations apply)

Certain Product Add-Ons*

*As Zendesk's Add-Ons and FedRAMP program continue to evolve, please email fedramp@zendesk.com for the most up-to-date scoping information.

Talk Configurations

When using Talk, you must adhere to the following configurations in order to remain in scope with our FedRAMP Tailored ATO:

Use US-based phone numbers

Disable the Talk recording feature

Disable voicemail (and transcripts)

Additional Considerations

The above configurations ensure that all data stays within our FedRAMP compliant environment. Failure to follow one of more of these configurations renders this obsolete (i.e., data is no longer contained within the compliant environment). Supplemental Terms for Zendesk’s FedRAMP Tailored Certification

Disclaimer: The security configurations in this document may change from time to time due to changes in law, regulation or the Zendesk Service. This document contains Zendesk’s recommendations for the minimum effective security configurations when using the covered Services. It does not constitute an exhaustive template for all controls over such data nor does it constitute legal advice. Each Zendesk Subscriber should seek their own legal counsel with regard to their  security compliance requirements and should make additional changes to their security configurations in accordance with their own independent analysis, so long as such changes do not counteract or degrade the security of the configurations outlined in this document.