General security best practices

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  • Matthew Feczko

    Would you be able to call out whether you recommend configuring a VPN or not? Historically I believe this was required from a best practices security perspective. But is this still the case? Does VPN work with Talk and Zendesk in general?

  • Cheeny Aban
    Zendesk Customer Care

    Hi Matthew,

    Talk will not work with a VPN setup due to a service that runs in the background called GLL. This service decides on the best network path to run the call through. If you use either of these it will not give the true location of your agents and as such cannot route the call efficiently, potentially leading to latency and other call quality issues. If you must use a VPN or Proxy or MPLS, please exclude traffic for the Zendesk / Twilio domains (including your FQDN and the IP addresses listed in this article to run through VPN. Note: Zendesk Talk is not compatible with virtual desktop environments. For more information, you may check Talk network requirements.

    All the best!


  • Matthew Feczko

    Hi @... if that's the case, can you please update the original post above and call that out specifically? FYI @...


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