Announced on	Rollout starts
January 28, 2025	January 28, 2025

Zendesk is excited to announce the addition of advanced encryption to the Advanced Data Privacy and Protection add-on (ADPP).

This announcement includes the following topics:

What is changing?
Why is Zendesk making this change?
What do I need to do?

What is changing?

Advanced encryption provides an additional layer of security for personally identifiable information (PII) in Zendesk by giving you control over your encryption keys. Specifically, advanced encryption allows Zendesk customers to encrypt user fields, such as name, alias, and signature, across Support, Guide, Talk, and Admin Center with keys stored in your key management system (KMS).

Advanced encryption is an enhancement to Zendesk's standard encryption, which encrypts service data using native Amazon Web Services (AWS) encryption. The standard encryption is applied to Zendesk's database and shared among all customer accounts.

Why is Zendesk making this change?

Zendesk knows how important data privacy and protection is to our customers. This enhancement to the standard encryption already used by Zendesk provides the highest level of data protection by ensuring customers control their encryption keys. With this approach, data stored in Zendesk can’t be read in plain text by an external party and is decrypted just in time to enable the Zendesk Services.

What do I need to do?

This feature is available to all customers with the Advanced Data Privacy and Protection add-on. If you already have the ADPP add-on, you can turn on advanced encryption in Admin Center.

If you don't have the ADPP add-on, see Buying the Advanced Data Privacy and Protection add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.