Is Zendesk Talk PCI DSS compliant?

Return to top
Have more questions? Submit a request

28 Comments

  • Renate Johnson

    Does anyone else have some suggestions?  With all the retailers Zendesk is associated with credit card protection is imperative and so I'd be interested in other suggestions. 

     

    0
  • Jessie Schutz
    Zendesk team member

    Hi Renate! Hopefully some other members of our Community will have some insight to share here. :)

    0
  • Renate Johnson

    The response above has been the only received.  I was wondering if anyone had other input. 

    0
  • Jay Kershner

    Does this proces work for calls that originate as outbound calls?

    0
  • Keith @ Zendesk

    Hey Jay,

     

    That is correct.  This should work fine for both incoming and outbound.  :)

    0
  • Colin Pickard

    There are some Apps available in the Marketplace which offer detection and redaction of PCI data in call recordings:

    https://www.zendesk.com/apps/directory/?q=pci

    0
  • Graham Paddon

    When is a fix on the horizon?  I can't believe a global leading platform like zendesk hasn't got a core feature like this locked down already?!  Mind-boggling.  Looking to change from Genesys PureCloud to Zendesk Talk to bring everything into 1 platform, but absolutely wouldn't consider if we've got to hack the system with workarounds and 3rd party applications....

    4
  • Jessie Schutz
    Zendesk team member

    Hi Graham! Welcome to the Community!

    As Claire mentioned in the article, we're dependent on our infrastructure provider for this kind of functionality. I don't know whether this is something that's on their roadmap, but I'll be sure to pass your feedback along to our Talk team so they can share it with Twilio.

    0
  • Meghan Howard

    I am so sad to see this as this is a deal breaker for my company. We are eCommerce and taking CC's OTP is essential. I am looking into the apps, but I would highly recommend this be implemented as a feature of ZenDesk since it is such an essential feature in business. 

    2
  • Jessie Schutz
    Zendesk team member

    Thanks for sharing your feedback, Meghan!

    0
  • Paul W

    Has anyone tried the VoiceBase app on zendesk..would appreciate any feedback before i trial it

     

    0
  • Jake

    Jessie,

    Twilio just launched <Pay>, a way to take payment information over the phone with Stripe while remaining PCI compliant. Are there any plans to integrate this with ZenDesk Talk? I see that you are listed on their website as a customer, so I assume that means that ZenDesk Talk is built on Twilio.

    Without PCI compliance at least to some degree built in without jumping through a ton of hoops, we are likely to switch over to Twilio Flex to manage customer communications.

    Twilio.com/pay

    0
  • Caroline Kello
    Zendesk Product Manager

    Hey Jake,

    Yes, very exciting news from Twilio on their launch of Pay. We're looking at this internally on how best we can offer this as a feature within Talk. It is something we are wanting to do as we understand the need for PCI compliance especially in the online retail sector. It needs to be prioritised and allocated on the roadmap which is a process that we're currently undergoing.

    Thanks for reaching out,
    Caroline

    0
  • Aaron Griffiths

    Hi Caroline,

     

    Any update on Pay on Twilio?

     

    cheers

     

    Aaron

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Aaron,

    I reached out internally and it doesn't look like we have any additional updates at this time. Caroline's previous comment stands and this is still being looked into.

    Cheers!

    0
  • James Robinson

    Any update on integrating Twilio Pay?

    We're another company who will instantly switch to your talk platform the moment you get this sorted.

    0
  • Brett Bowser
    Zendesk Community Team

    Hi James,

    No updates as of yet but rest assured this is definitely something our Talk team continues to look into :)

    Thanks for posting and sharing your interest!

    0
  • Giovany Diaz

    Hi there, 

     

    Any updates on Talk PCI DSS compliance? This is very important to comply with security standards. 

     

    Thank you!

    2
  • Brett Bowser
    Zendesk Community Team

    Hey Giovany,

    Our Talk product is not PCI Compliant currently. However, if you're looking to allow users to opt-out of call recordings, this is something that our Talk team is currently looking into.

    Once we have more information this article will be updated :)

    Cheers!

    -1
  • Giovany Diaz

    Thank you Brett, I appreciate your response. Do you you have perhaps an expected date when this feature will be available? it is pretty much to stop the call recording at a certain moment of the call or adding a "bip"

    Thank you!

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Giovany,

    Looks like the EAP is now live :)

    Here's a link: Zendesk Talk EAP: Call Recording Opt-out

    I hope this helps!

    -1
  • Victoria

    Thi link does not work for me - Can you share an updated one?  

    Would this opt out all call recordings? I just want credit card data not to be recorded on calls - But I want the rest!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Victoria,

    The link in Brett's previous post is to an EAP that has ended, and this feature is now live in Talk. You can read about it's features and launch our formal announcement. 

    Best regards. 

    0
  • James Robinson

    Devan, that link gives me "oops - You're not authorized to access this page" even when signed in

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello James Robinson,

     

    My apologies! I've corrected the link, so it should take you to the appropriate article now. Let me know if you run into any further problems.

    Best regards. 

    0
  • James Robinson

    Sorted, thank you

    0
  • Victoria

    Ah ok - so this is the option to opt out of all call recordings? I want to record calls (For training and audit).

     

    What about the option to record all calls but redact credit card info?  I can only find marketplace app options and can't see any info about how successful these are.  

    What's everyone else doing? :)

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Victoria, 

    The announcement I like primarily colvers the following updates.

    • Call recording permissions: The caller can opt-in or opt-out of a call recording by pressing 3 on their keypad
    • Agent recording controls: Agents can pause and resume the recording of an active call

    The ability to exclude/redact info in recording as the base product stands is not a feature currently provided. If the agent knew when the call would feature credit information they could pause the recording and resume it after. I would recommend sharing this product request with our dev team in our feedback forums so they can consider it for a future update.

    Best regards. 

    0

Please sign in to leave a comment.

Powered by Zendesk