About the Advanced Data Privacy and Protection (ADPP) add-on

Advanced Data Privacy and Protection is a set of features that expand on security offerings already built into Zendesk Suite. It’s available as an add-on for Suite Enterprise plans and above, as well as Support Enterprise plans.


What's my plan?







Add-on

Advanced Data Privacy and Protection (ADPP)







Summary: ◀▼
The Advanced Data Privacy and Protection add-on offers enhanced security features like access logs, advanced encryption, data retention policies, data masking, and automatic redaction of sensitive information. It helps you control data access, comply with privacy laws, and protect personal information in tickets and call transcriptions. This add-on is designed for users with higher data security and compliance needs on Enterprise plans and above.




Advanced Data Privacy and Protection is a set of features that expand on security
offerings already built into Zendesk Suite. It’s available as an add-on for Suite
Enterprise plans and above, as well as Support Enterprise plans.
This article answers the following questions about Advanced Data Privacy and Protection:

What is it?
How does it work?
Why should I use it?
Who can use it?
How do I get it?
Where can I learn more?



What is it?

The Advanced Data Privacy and Protection add-on is for customers with advanced data
privacy and security needs beyond the strong security Zendesk already provides for
every customer.
Watch the video below for more information about the Advanced Data Privacy and
Protection add-on.



Advanced Data Privacy and Protection 1:17



How does it work?

Access logs, advanced data retention policies, redaction suggestions, and automatic
phone call transcription redaction are the first features available with this
add-on. Additional features are expected in future releases.


Access log

The access log enhances data security and administrative control of your Zendesk
account. Use the access log to view or export access events for your account
related to tickets, user profiles, and searches. It provides insight into what
has been accessed based on the URLs that have been visited.
The access log is currently available as an API and from Admin Center.
Access logs:


Create a log of access events within 90 days for your account related
to tickets, user profiles, and searches.

Support data privacy compliance by giving you visibility into whether
the right agents are viewing the right data.

Help you proactively address security risks by identifying suspicious
behavior like repeated searches for personal or sensitive information.

For more information, see Using the access log to monitor agent activity.



Advanced encryption

Advanced encryption allows your company to encrypt Service Data using your own
enterprise Key Management Service (KMS). This ensures that sensitive information
stored in Zendesk remains secure and inaccessible to unauthorized parties.
Advanced encryption:


Allows you to maintain your own encryption keys, providing greater
security and compliance while giving you complete control over access and
usage.

Is compatible with industry-leading key management systems: AWS KMS,
Azure Key Vault, Google Cloud KMS, or Thales CipherTrust Manager, which is
an EU-based KMS based in Europe and managed and hosted by European
companies.

Supports backfilling and encrypting newly created and existing users
in your Zendesk account.

For more information, see About advanced encryption.



Advanced data retention policies

Limit the data you keep with advanced data retention policies. Admins and agents in custom roles with permission
can create deletion schedules with conditions for deleting end users, tickets,
and attachments. Once activated, deletion schedules continuously search for and
delete tickets or end users that meet the conditions.
Advanced data retention policies:


Support compliance with data retention laws by deleting the data your
business doesn't need and keeping the data it does.

Enable you to define multiple deletion schedules to fit different
data types and compliance requirements.

Help you manage data storage in your account by removing data to free
up space.

For more information, see Managing deletion schedules.



Data masking

Data masking allows you to hide personally identifiable information (PII) from
agents in custom roles.
Data masking:


Allows certain roles to have end-user names, email addresses, and phone
numbers obscured based on custom role settings.

Helps reduce unnecessary exposure to sensitive information by
limiting the data agents can view.

Supports compliance with regulations such as the General Data Protection
Regulation (GDPR), which emphasizes data minimization and controlled
access

For more information, see About data masking.



Redaction suggestions

Automatically highlight certain types of personally identifiable information
(PII) within tickets and attachments for agents with appropriate permissions.
Agents can then click the highlighted PII and quickly redact it. This helps keep
confidential information out of Zendesk.
Redaction suggestions:


Give you control over which types of PII should be automatically
highlighted for agents within tickets.

Highlight identified PII so that agents can quickly see what
information might need to be redacted.

Allow agents to quickly redact a single piece of identified PII or
all identified PII within a ticket comment or attachment.

For more information, see Turning on and configuring redaction
suggestions.



Automatic redaction

When redaction suggestions are turned on, create triggers to remove detected
sensitive data from ticket comments automatically. This helps minimize or
eliminate the time spent identifying and redacting PII during ticket
handling.
Automatic redaction:


Automates the removal of large volumes of PII.

Gives admins complete control over when and how PII is protected
within Zendesk.

Redacts PII automatically based on trigger conditions, such as
specific brands or ticket statuses.

For more information, see Automatically redacting sensitive information in tickets using triggers.



Automatic phone call transcription redaction

Zendesk users can automatically redact PII and payment card industry (PCI)
information from transcribed call recordings.

The PII redaction setting for call transcriptions automatically
redacts PII data such as names, locations, and social security numbers.
Using the PCI redaction setting, you can redact sensitive credit
card information, including card numbers, expiration dates, and CVV codes
from call transcriptions.

For more information, see Zendesk call transcription and summarization
FAQ.




Why should I use it?

Zendesk is committed to a high level of security for every customer. The Advanced
Data Privacy and Protection add-on provides an additional level of security for
customers with higher data security and compliance requirements. It adapts to a wide
variety of security and compliance needs.



Who can use it?

The table below summarizes the requirements for using the Advanced Data Privacy and
Protection add-on and its included features.










What's available
Requirement type
Requirement details




Access logs
Plan type

Suite Enterprise and above
Support Enterprise and above
(Legacy plans are not eligible)



Permissions
Admins Working with APIs generally requires some level of
developer experience. You’ll need to work with a developer
or other technical resource at your company to access,
export, and format the data, as described in Exporting access logs to
a CSV file.



Advanced data retention policies
Plan type

Suite Enterprise and above
Support Enterprise and above
(Legacy plans are not eligible)



Permissions
Admins and agents in custom
roles



Data masking
Plan type

Suite Enterprise and above
Support Enterprise and above
(Legacy plans are not eligible)



Permissions
Admins


Advanced encryption
Plan type

Suite Enterprise and above
Support Enterprise and above
(Legacy plans are not eligible)



Permissions
Admins


Redaction suggestions
Plan type

Suite Enterprise and above
Support Enterprise and
above (Legacy plans are not eligible)



Permissions
Admins and agents in custom roles
with the Redact ticket content permission


Automatic redaction
Plan type

Suite Enterprise and above
Support Enterprise and
above (Legacy plans are not eligible)



Permissions
Admins and agents in custom roles
with permissions to manage triggers.


Automatic phone call transcription
redaction
Plan type

Suite Enterprise and above
Support Enterprise and
above (Legacy plans are not eligible)



Permissions
Admins and team leads of Talk can turn on transcription
redaction in the Settings page in Admin Center








How do I get it?

To get started with the Advanced Data Privacy and Protection add-on, see Buying the Advanced Data Privacy and Protection add-on
or contact your Zendesk account representative.



Where can I learn more?

To learn more about the features available with the Advanced Data Privacy and
Protection add-on, see:

Using the access log to monitor agent activity

Creating ticket deletion
schedules
Creating end-user deletion
schedules
Automatically detecting sensitive
information for redaction
Automatically redacting sensitive information in tickets using triggers
Zendesk call transcription and
summarization FAQ


See Advanced Data Privacy and Protection on
the Zendesk website for more planned features.


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