About the Advanced Data Privacy and Protection add-on

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Add-on

Advanced Data Privacy and Protection (ADPP)

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.

When enabled, 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 tickets or end users. 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 Creating ticket deletion schedules and Creating end-user deletion schedules.

Redaction suggestions

Automatically highlight certain types of personally identifiable information (PII) within a ticket 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.

For more information, see Automatically detecting sensitive information for redaction.

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
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 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

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