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Ewa Korzeniewska

Joined Jun 21, 2024

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Last activity Nov 06, 2024

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Ewa Korzeniewska

Ewa Korzeniewska commented,

Community comment Feedback - Apps and integrations (Platform)

Hi Ashley, great to hear you are interested in this feature!
Please read the article here: What is the Zendesk Data Masking Sandbox EAP?


 

View comment · Posted Nov 06, 2024 · Ewa Korzeniewska

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Ewa Korzeniewska commented,

Community commentZendesk EAP - Zendesk Sandbox for Data Masking

Thanks Michael for your comment! Please try now :) 

View comment · Posted Oct 22, 2024 · Ewa Korzeniewska

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Ewa Korzeniewska created a post,

PostZendesk EAP - Zendesk Sandbox for Data Masking

This page captures all the known degradations the customer accounts will suffer with “Data Masking” feature enabled in their Sandbox accounts.

 

Product Degradations

Manage end users

Agents with data masking applied cannot perform actions such as bulk deleting users, suspending users from the profile page, deleting users, or merging users. This limitation arises because agents need access to unmasked PII to manage end users properly. Without this information, they cannot identify the user profiles and records accurately to take the specified actions.

 

Search and view lists of end users

When data masking is enabled for certain agents, they will be unable to search for users by name, email address, or phone number. This restriction extends to accessing the customer list, rendering these functionalities not fully usable. The rationale behind this limitation is to prevent the identification of users, which is crucial for maintaining their privacy.

 

Manage suspended tickets

When data masking is applied to certain agents, those agents will not have the ability to manage suspended tickets. This restriction is in place to prevent agents from acting on tickets when there is insufficient information regarding the reason for suspension, such as when the email address is masked.

 


 

Edited Oct 21, 2024 · Ewa Korzeniewska

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Ewa Korzeniewska created a post,

PostZendesk EAP - Zendesk Sandbox for Data Masking

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!

Edited Nov 04, 2024 · Ewa Korzeniewska

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Ewa Korzeniewska commented,

Community comment Feedback - Apps and integrations (Platform)

Hey BAKO,
thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This feature request has been accepted and is on our roadmap in 2025. Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
 

View comment · Posted Sep 18, 2024 · Ewa Korzeniewska

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Ewa Korzeniewska created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
July 2, 2024 July 1, 2024 July 3, 2024

As part of Zendesk's continued efforts to expand data locality support, we are excited to announce that Zendesk has now extended data locality coverage to the United Kingdom (UK) and Osaka, Japan. This important update gives you control over where your data is stored. It also means your UK and Osaka data locality requirements will be supported, allowing you to host a wide range of Zendesk service data, including Support, Chat, Guide, and Gather, in these locations. 

This announcement answers the following questions:

What is changing?

Subscriber Service Data can now be hosted in the following AWS regions

  • UK (London)
  • Asia-Pacific (Osaka)

Previously, Subscriber Service Data could only be hosted the following AWS regions: 

  • US East (Northern Virginia)
  • US East (Ohio)
  • US West (Oregon)
  • EEA (Ireland)
  • EEA (Frankfurt)
  • Asia-Pacific (Tokyo)
  • Asia-Pacific (Sydney)

Which Zendesk products will be covered by Data Center Location functionality in the UK or Osaka?

With the launch of the new hosting options in UK & Osaka in Q3 2024, Zendesk will provide data locality in these locations for its main products and functionalities:

  • Zendesk Support
  • Zendesk Chat
  • Zendesk Gather
  • Zendesk Guide
  • Zendesk Sunshine

Zendesk Explore, WFM (Tymeshift), QA (Klaus) & Ultimate will be provided at later stages.

A comprehensive view of the Zendesk functionalities covered by the Data Center Location feature, as well as the exceptions, is described in the Regional Data Hosting Policy 

Why is Zendesk making this change?

We are providing new data hosting locations in the UK and Osaka to meet the growing demand for data sovereignty and compliance with regional data privacy regulations. By hosting customer data in these locations, we ensure that they can store and process their data within specific geographic boundaries, which is crucial for adhering to local laws and standards. This is particularly relevant for businesses in highly regulated industries like finance, healthcare, and government, where data sovereignty is crucial.

Additionally, companies with a significant customer base in these regions can benefit from improved in-country hosting, thereby enhancing the privacy of customer data. Multinational corporations looking to expand their global footprint while maintaining high standards of data security and compliance will also find data locality in the UK and Osaka advantageous.

What do I need to do?

Whether you are a new customer who has not yet started using Zendesk, or an existing customer, you can opt-in to data locality so that your data stays within a specified region. Choose the opt-in option that applies to you:

  • If you have not yet requested data locality for your Zendesk account:
    Talk to your Zendesk account executive or Zendesk Customer Support to activate data locality for your account and store the data in a specific region.
  • If you have previously requested data locality for your Zendesk account and would like to move your data to one of the new regions:
    Talk to your Zendesk account executive or Zendesk Customer Support to move your account data hosting to a specific region.

Data locality eligibility

Data locality will be included by default or available as an add-on, depending on which Zendesk plan you are subscribed to. 

  • If you are a Zendesk Suite customer -  data locality is included by default with your subscription & enabled after activation (talk to your Zendesk account executive or Zendesk Customer Support to activate data locality).
  • If you are using a Zendesk Support Professional or Support Enterprise plan - you can purchase data locality as an add-on. 

If you are unsure whether data locality is included with your plan, speak with your Zendesk account executive or contact Zendesk Customer Support.

Where can I find more information?

For more information about purchasing data locality as an add-on, see About the data center location add-on. To learn more about which functionalities are covered in the different data hosting locations, see Zendesk’s Regional data hosting policy.

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.

Edited Jul 01, 2024 · Ewa Korzeniewska

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