Announcing email and social identity encryption (ADPP add-on)

Announced on | Rollout on
July 10, 2025 | July 10, 2025

We're excited to announce additional coverage of email address and social identities to advanced encryption for customers with the Advanced Data Privacy and Protection add-on.

Advanced encryption provides an additional layer of security for personally identifiable information (PII) in Zendesk by giving you control over your encryption keys, ensuring the highest level of data protection.

This announcement includes the following topics:

What's changing and why?

What do I need to do?

What's changing and why?

Advanced encryption now enables you to encrypt email addresses and social identities (X handle, Facebook ID, etc.) in addition to name, alias, signature, details, notes in Support, Guide, Talk, and Admin Center.

These fields are encrypted with the keys stored in your key management system (KMS) ensuring data stored in Zendesk can’t be read in plain text by an external party and is decrypted just in time to enable the Zendesk services.

Advanced encryption is an enhancement to our standard encryption at Zendesk that encrypts service data using native Amazon Web Services (AWS) encryption, which is applied to our database and shared among all customer accounts.

What do I need to do?

If you have our Advanced Data Privacy and Protection add-on, you can activate Advanced Encryption in Admin Center. See About advanced encryption for more information.