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?
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, and redaction suggestions are the first features available with this add-on. Additional features are expected in future releases.
Access logs
Access logs enhance data security and administrative control of your Zendesk account. Use the Access Log API to export a detailed log of data accessed by agents and admins. Access events are instances where an agent or admin has viewed data but did not take action on it.
When enabled, access logs:
- Create an API-based 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 Monitoring agent activity with the Access Log API.
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. Once activated, deletion schedules continuously search for and delete archived tickets 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 multiple ticket deletion schedules for advanced data retention policies.
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.
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 | |
| 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 |
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?
See Advanced Data Privacy and Protection on the Zendesk website for more planned features.