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

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
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<strong>Add-on</strong>
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<td>Advanced Data Privacy and Protection (ADPP)</td>
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<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
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<div class="body">

<p class="p">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. </p>
<p class="p">This article answers the following questions about Advanced Data Privacy and Protection: </p>
<ul class="ul" id="ac_security_ADPP_about__ul_jgq_cvh_vzb">
<li class="li"><a class="xref" href="#topic_myt_hvh_vzb">What is it?</a></li>
<li class="li"><a class="xref" href="#topic_tny_pvh_vzb">How does it work?</a></li>
<li class="li"><a class="xref" href="#topic_gl3_xvh_vzb">Why should I use it?</a></li>
<li class="li"><a class="xref" href="#topic_hxt_yvh_vzb">Who can use it?</a></li>
<li class="li"><a class="xref" href="#topic_shs_1wh_vzb">How do I get it?</a></li>
<li class="li"><a class="xref" href="#topic_gf4_hxh_vzb">Where can I learn more?</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_myt_hvh_vzb">
<h2 class="title topictitle2" id="ariaid-title2">What is it?</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">Watch the video below for more information about the Advanced Data Privacy and
Protection add-on.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="513" src="https://www.youtube.com/embed/rI14kjEIZ6E" width="912"></iframe></div>

<p class="p">Advanced Data Privacy and Protection 1:17</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tny_pvh_vzb">
<h2 class="title topictitle2" id="ariaid-title3">How does it work?</h2>
<div class="body">
<p class="p">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.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_zhk_tvh_vzb">
<h3 class="title topictitle3" id="ariaid-title4">Access log</h3>
<div class="body">
<p class="p">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. </p>
<p class="p">The access log is currently available as an <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/account-configuration/access_logs/" target="_blank">API</a> and from Admin Center.</p>
<p class="p"><strong class="ph b">Access logs</strong>:</p>
<ul class="ul" id="topic_zhk_tvh_vzb__ul_l3n_ngj_vzb">
<li class="li">
<strong class="ph b">Create a log of access events within 90 days</strong> for your account related
to tickets, user profiles, and searches. </li>
<li class="li">
<strong class="ph b">Support data privacy compliance</strong> by giving you visibility into whether
the right agents are viewing the right data.</li>
<li class="li">
<strong class="ph b">Help you proactively address security risks</strong> by identifying suspicious
behavior like repeated searches for personal or sensitive information.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6066010357530" target="_blank">Using the access log to monitor agent activity</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ixc_dqz_k2c">
<h3 class="title topictitle3" id="ariaid-title5">Advanced encryption</h3>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">Advanced encryption</strong>:</p>
<ul class="ul" id="topic_ixc_dqz_k2c__ul_w43_3qz_k2c">
<li class="li">
<strong class="ph b">Allows you to maintain your own encryption keys,</strong> providing greater
security and compliance while giving you complete control over access and
usage.</li>
<li class="li">
<strong class="ph b">Is compatible with industry-leading key management systems:</strong> 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.</li>
<li class="li">
<strong class="ph b">Supports backfilling and encrypting newly created and existing users</strong>
in your Zendesk account.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5043582015898" target="_blank">About advanced encryption</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_kvk_5vh_vzb">
<h3 class="title topictitle3" id="ariaid-title6">Advanced data retention policies</h3>
<div class="body">
<p class="p">Limit the data you keep with advanced data retention policies. Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a>
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.</p>
<p class="p"><strong class="ph b">Advanced data retention policies</strong>:</p>
<ul class="ul" id="topic_kvk_5vh_vzb__ul_tzn_rjj_vzb">
<li class="li">
<strong class="ph b">Support compliance with data retention laws</strong> by deleting the data your
business doesn't need and keeping the data it does.</li>
<li class="li">
<strong class="ph b">Enable you to define multiple deletion schedules</strong> to fit different
data types and compliance requirements.</li>
<li class="li">
<strong class="ph b">Help you manage data storage in your account</strong> by removing data to free
up space.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8301879320474" target="_blank">Managing deletion schedules</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_fn5_kmd_fhc">
<h3 class="title topictitle3" id="ariaid-title7">Data masking</h3>
<div class="body">
<p class="p">Data masking allows you to hide personally identifiable information (PII) from
agents in custom roles.</p>
<p class="p"><strong class="ph b">Data masking</strong>:</p>
<ul class="ul" id="topic_fn5_kmd_fhc__ul_cd4_5nd_fhc">
<li class="li">
<strong class="ph b">Allows certain roles to have end-user names, email addresses, and phone
numbers obscured</strong> based on custom role settings.</li>
<li class="li">
<strong class="ph b">Helps reduce unnecessary exposure to sensitive information</strong> by
limiting the data agents can view.</li>
<li class="li">
<strong class="ph b">Supports compliance with regulations such as the General Data Protection
Regulation (GDPR)</strong>, which emphasizes data minimization and controlled
access</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7713908123674" target="_blank">About data masking</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_qf3_q1c_4cc">
<h3 class="title topictitle3" id="ariaid-title8">Redaction suggestions</h3>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">Redaction suggestions</strong>:</p>
<ul class="ul" id="topic_qf3_q1c_4cc__ul_wkg_y1c_4cc">
<li class="li">
<strong class="ph b">Give you control over which types of PII</strong> should be automatically
highlighted for agents within tickets.</li>
<li class="li">
<strong class="ph b">Highlight identified PII</strong> so that agents can quickly see what
information might need to be redacted.</li>
<li class="li">
<strong class="ph b">Allow agents to quickly redact</strong> a single piece of identified PII or
all identified PII within a ticket comment or attachment.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6669399593882" target="_blank">Turning on and configuring redaction
suggestions</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_xxg_qkn_3fc">
<h3 class="title topictitle3" id="ariaid-title9">Automatic redaction</h3>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">Automatic redaction</strong>:</p>
<ul class="ul" id="topic_xxg_qkn_3fc__ul_wrs_tkn_3fc">
<li class="li">
<strong class="ph b">Automates the removal of large volumes of PII</strong>.</li>
<li class="li">
<strong class="ph b">Gives admins complete control over when and how PII is protected</strong>
within Zendesk.</li>
<li class="li">
<strong class="ph b">Redacts PII automatically</strong> based on trigger conditions, such as
specific brands or ticket statuses.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9248330321050" target="_blank">Automatically redacting sensitive information in tickets using triggers</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_emb_1v4_g2c">
<h3 class="title topictitle3" id="ariaid-title10">Automatic phone call transcription redaction</h3>
<div class="body">
<p class="p">Zendesk users can automatically redact PII and payment card industry (PCI)
information from transcribed call recordings.</p>
<ul class="ul" id="topic_emb_1v4_g2c__ul_hfm_gv4_g2c">
<li class="li" dir="ltr">The PII redaction setting for call transcriptions automatically
redacts PII data such as names, locations, and social security numbers. </li>
<li class="li" dir="ltr">Using the PCI redaction setting, you can redact sensitive credit
card information, including card numbers, expiration dates, and CVV codes
from call transcriptions.</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7470764710298" target="_blank">Zendesk call transcription and summarization
FAQ</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_gl3_xvh_vzb">
<h2 class="title topictitle2" id="ariaid-title11">Why should I use it?</h2>
<div class="body">
<p class="p">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_hxt_yvh_vzb">
<h2 class="title topictitle2" id="ariaid-title12">Who can use it?</h2>
<div class="body">
<p class="p">The table below summarizes the requirements for using the Advanced Data Privacy and
Protection add-on and its included features.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hxt_yvh_vzb__table_nlv_tdc_3xb" rules="all" summary="">
<colgroup>
<col style="width:35.52036199095023%">
<col style="width:22.624434389140273%">
<col style="width:41.8552036199095%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d87e431" style="vertical-align:top;">What's available</th>
<th class="entry cellrowborder" id="d87e434" style="vertical-align:top;">Requirement type</th>
<th class="entry cellrowborder" id="d87e437" style="vertical-align:top;">Requirement details</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Access logs</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
<p class="p">Support Enterprise and above</p>
<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins<p class="p">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 <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/exporting-access-logs/" target="_blank">Exporting access logs to
a CSV file</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Advanced data retention policies</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
<p class="p">Support Enterprise and above</p>
<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom
roles</a>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Data masking</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
<p class="p">Support Enterprise and above</p>
<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Advanced encryption</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
<p class="p">Support Enterprise and above</p>
<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Redaction suggestions</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
Support Enterprise and
above<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles</a>
with the Redact ticket content permission</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Automatic redaction</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
Support Enterprise and
above<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles</a>
with permissions to manage triggers.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e431" rowspan="2" style="vertical-align:top;">Automatic phone call transcription
redaction</td>
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Plan type</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">
<p class="p">Suite Enterprise and above</p>
Support Enterprise and
above<p class="p">(Legacy plans are not eligible)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d87e434" style="vertical-align:top;">Permissions</td>
<td class="entry cellrowborder" headers="d87e437" style="vertical-align:top;">Admins and team leads of Talk can turn on transcription
redaction in the Settings page in Admin Center</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_shs_1wh_vzb">
<h2 class="title topictitle2" id="ariaid-title13">How do I get it?</h2>
<div class="body">
<p class="p">To get started with the Advanced Data Privacy and Protection add-on, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6119316155930" target="_blank">Buying the Advanced Data Privacy and Protection add-on</a>
or contact your Zendesk account representative.</p>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_gf4_hxh_vzb">
<h2 class="title topictitle2" id="ariaid-title14">Where can I learn more?</h2>
<div class="body">
<div class="p">To learn more about the features available with the Advanced Data Privacy and
Protection add-on, see:<ul class="ul" id="topic_gf4_hxh_vzb__ul_qyd_pcf_zzb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6066010357530" target="_blank">Using the access log to monitor agent activity</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6388012977306" target="_blank">Creating ticket deletion
schedules</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6062884435866" target="_blank">Creating end-user deletion
schedules</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6669399593882" target="_blank">Automatically detecting sensitive
information for redaction</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9248330321050" target="_blank">Automatically redacting sensitive information in tickets using triggers</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7470764710298" target="_blank">Zendesk call transcription and
summarization FAQ</a></li>
</ul>
</div>
<p class="p">See <a class="xref" href="https://www.zendesk.com/customer-data-privacy-protection/" target="_blank">Advanced Data Privacy and Protection</a> on
the Zendesk website for more planned features.</p>
</div>
</div>
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