Announcing secure media (TLS/SRTP) support for SIP‑IN in Zendesk Voice

Announced on | Rollout starts | Rollout ends
December 17, 2025 | December 17, 2025 | December 18, 2025

We’re excited to introduce support for secure media, Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP), for SIP‑IN in Zendesk Voice. This adds transport-layer and media encryption for your SIP signaling and audio, helping protect conversations from interception and tampering.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

A new secure media setting is available in SIP line settings for SIP‑IN in Admin Center.
When enabled on a SIP line:

SIP signaling is secured with TLS (v1.2+).

Media is encrypted with SRTP.

Non-encrypted calls to that line are rejected.

This is a per‑line setting, so you can enable it gradually.

Why is Zendesk making this change?

We’re strengthening voice security and aligning with industry best practices so you can:

Protect SIP signaling and media in transit

Reduce the risk of eavesdropping or tampering

Meet organizational and regulatory security requirements

What do I need to do?

In Admin Center > Channels > Talk > Lines, select your SIP‑IN line, open SIP configuration, turn on the secure media setting on your SIP‑IN line and save. The Zendesk Twilio integration negotiates encryption automatically so no configuration or keys/certificates are required.

For step‑by‑step instructions, see Adding a SIP-IN line.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.