Understanding the 2016 Zendesk Security Incident
What was the 2016 Zendesk security incident about?
The 2016 Zendesk security incident involved unauthorized access to certain customer accounts. Specifically, it affected Zendesk Support and Chat products for accounts activated before November 1, 2016. The incident was discovered in 2019, and it was found that information from approximately 15,000 accounts was accessed without authorization.
The accessed data included email addresses, usernames, phone numbers, and hashed and salted passwords of agents and end-users. Additionally, some Transport Layer Security (TLS) encryption keys and app configuration settings were also accessed. Zendesk has taken steps to address the issue and continues to investigate the incident. For more details, you can refer to theoriginal article.
More related questions
How did Zendesk respond to the 2016 security incident?
Zendesk took several actions in response to the 2016 security incident to ensure customer data safety. They engaged external forensic experts to validate the security matter and determine the exact data exposed. Additionally, Zendesk activated…
What should I do if my Zendesk account was created before November 1, 2016?
If your Zendesk account was created before November 1, 2016, and you received a notification from Zendesk, there are several steps you should take. First, if you have any apps installed from the Zendesk Marketplace or private apps that saved…
Is my Zendesk data secure after the 2016 incident?
Zendesk has made significant investments in its security program since the 2016 incident to enhance data protection. While no security measure is 100% effective, Zendesk has implemented additional protections for sensitive personal data and aligned…
How does the password rotation process work for affected Zendesk accounts?
For Zendesk accounts affected by the 2016 incident, a password rotation process is being implemented. This applies to agents and end users who have not updated their credentials since November 1, 2016, and are not using Single Sign-On. Upon their…
Are Zendesk accounts created after November 1, 2016, affected by the security incident?
No, Zendesk accounts created after November 1, 2016, are not affected by the 2016 security incident. Zendesk has found no evidence to suggest that these accounts were compromised. The incident specifically impacted accounts activated before this…
Was any Zendesk Service Data compromised in the 2016 incident?
Zendesk has not found evidence that Service Data, including Personally Identifiable Information (PII), was accessed beyond the approximately 15,000 accounts identified. If your account was impacted, Zendesk has specifically notified you and…
Which Zendesk products were affected by the 2016 security incident?
The 2016 security incident primarily affected Zendesk Support and Chat products. However, the password rotation being implemented will also impact other products that share authentication with Support, such as Guide, Talk, and Explore. Products…
Do I need to report the Zendesk security incident to my Data Protection Supervisory Authority?
Whether you need to report the Zendesk security incident to your Data Protection Supervisory Authority depends on your specific circumstances. Zendesk's customers are the Data Controllers of Service Data, and it is up to each customer to determine…
Where can I find updates and more information about the 2016 Zendesk security incident?
Zendesk will continue to post updates about the 2016 security incident in their help center article. They plan to share a public post-mortem once the investigation is complete. For more detailed information about Zendesk's security programs, you…
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