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What is the Zendesk Data Masking Sandbox EAP?

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Ewa Korzeniewska

Zendesk Product Manager

Posted Oct 18, 2024

Data Masking Sandbox Early Access Program (EAP)

We are excited to announce that we’ll soon launch the Data Masking Sandbox Early Access Program (EAP), designed to enhance the privacy and security of your end user data within the Zendesk platform. This program introduces a vital feature aimed at protecting sensitive information, ensuring that personally identifiable information (PII) remains confidential and accessible only to authorized users.

 

Why Data Masking Matters

Organizations increasingly need to manage which agents can access end-user PII data to limit identification and exposure. This need arises from various factors, including compliance with regulations, protecting sensitive data, and building customer trust. By utilizing data masking, Zendesk customers can ensure that only privileged users have access to sensitive information, thereby enhancing overall data security.

 

About the Data Masking Feature

The Zendesk Data Masking feature is a robust security measure that safeguards sensitive data by masking PII, including names, phone numbers, and email addresses from certain agents. This functionality not only helps organizations comply with various data protection regulations but also minimizes the risk of data breaches and unauthorized access. By implementing data masking, companies can build customer trust and protect vulnerable groups, such as minors and VIPs, from being over exposed.

At this stage of product development, we are focusing on masking the name, e-mail and phone number of end users for Custom roles with data masking enabled. 

When masking is turned on for any of these data, the content will be replaced by asterisks (*). Turning on the data will also have downstream effects to other permissions and actions within Support.

 

Key Features of the Data Masking Sandbox EAP

The Data Masking Sandbox EAP will introduce several key features designed to enhance data privacy within the Zendesk platform. Key provisions include adding within Zendesk Support product in Sandbox:

  1. Role-Based Permissions: Implement checks to determine when to mask Personally Identifiable Information (PII) such as names, email addresses, and phone numbers based on user permissions. This feature will also include an info box to educate users about the implications of data masking.
  2. Masked Views: The requester’s PII will be masked in substantial parts of system fields in views and exports when designated for custom roles, ensuring sensitive information is protected.
  3. Masked Ticketing interface: The requester’s PII will be masked in certain areas of system fields in the ticketing interface, with plans for further improvements in upcoming releases.

 

EAP Participation Guidelines

Important Note: If you're not a Zendesk admin, please forward the signup form to your account's administrator, as only registrations by admins will be considered.

This EAP is specifically available for customers on the Enterprise or Enterprise+ Plan with custom roles and a Sandbox environment

 

EAP Limitations

As this is an Early Access Program, please be aware of the following limitations:

  • The EAP may have known service degradations, which can be found in the Data Masking Disclosures and Degradations post within this EAP topic..
  • Participation in the EAP is not covered under your Business Associate Agreement (BAA) with Zendesk, so you cannot pass Protected Health Information (PHI) through these features.
  • Features may operate slower than expected, be unavailable at times, or undergo significant changes during and after the EAP.

We value your feedback and encourage you to report any issues or unexpected behavior you encounter.

 

How to Get Started with the EAP

To participate in the Data Masking Sandbox EAP, please sign up through the provided Google form. After Zendesk reviews your submission, we will send you a confirmation email regarding your EAP participation. Note that the EAP sign-ups have been opened ahead of the actual start of the EAP, which is slated for around mid-November. You will then have access to new data masking capabilities in your Sandbox without any additional action required on your part.

 

How can I provide feedback

As a participant in the EAP, we kindly ask for your active engagement and feedback. This may include participating in surveys, providing feedback on your experience, and reporting any issues you encounter. Your insights and suggestions will be invaluable in helping us refine our products and ensure they meet the needs of all our customers.

If you have any questions or need further clarification, please don't hesitate to comment on this thread.

We look forward to your participation in this EAP and your contributions to enhancing data privacy within the Zendesk platform!


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2 comments

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Michael

Zendesk LuminaryUser Group Leader

Ewa Korzeniewska - I was unable to sign-up, permissions on the form need to be adjusted

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Ewa Korzeniewska

Zendesk Product Manager

Thanks Michael for your comment! Please try now :) 

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