Announcing data masking for light agents (ADPP add-on)

Announced on | Rollout starts | Rollout ends
December 17, 2025 | December 17, 2025 | January 15, 2026

We’re expanding our data masking capabilities to include light agents.

This announcement includes the following topics:

What's changing?

What do I need to do?

What's changing?

Data masking lets you hide personally identifiable information (PII), such as names, email addresses, and phone numbers, from agents in custom roles and now light agents.

Masking helps protect sensitive data and supports compliance with regulations like GDPR. While the underlying data remains unchanged in the database, masked agents see only the information they need, reducing the risk of unauthorized access. This feature is currently available to Advanced Data Privacy and Protection (ADPP) customers.

What do I need to do?

No action is required. If you have the Advanced Data Privacy and Protection add-on, you can activate data masking 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.