Announcing data masking enhancements (ADPP add-on)

Announced on | Rollout on
April 10, 2026 | April 10, 2026

We’re excited to announce that agents in roles with data masking turned on can now manage end users and merge tickets when their role includes these permissions.

This enhancement applies to customers with the Advanced Data Privacy and Protection (ADPP) add-on.

This announcement includes the following topics:

What's changing, and why?

What do I need to do?

What's changing, and why?

Previously, if admins turned on data masking for a role, the Manage end users and Merge tickets permissions couldn't be enabled for that role (the permissions were turned off and read-only). Now, admins can enable these permissions for custom roles when data masking is turned on for the role.

If agents are given permission to edit profiles, they can only edit fields that are unmasked to them. Agents in masked roles can't delete or assume an end user’s profile (despite the permission label suggesting these capabilities).

Together, these changes cut down on handoffs, speed up duplicate cleanup and resolution, and give teams more operational flexibility while preserving masking and role-based privacy controls.

What do I need to do?

If you have data masking enabled, you can now modify roles to allow agents to manage end users and merge tickets. If you don't have data masking enabled and have the Advanced Data Privacy and Protection add-on, you can activate it in Admin Center. See Turning on and configuring data masking for more information.

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.