image for site

Understanding the Zendesk Shared Responsibility Model

Learn about the Zendesk Shared Responsibility Model and how it divides security responsibilities between Zendesk and its subscribers.

What is the Zendesk Shared Responsibility Model?

The Zendesk Shared Responsibility Model outlines the division of security and privacy responsibilities between Zendesk and its subscribers. In essence, Zendesk is responsible for the security of the service itself, while subscribers are responsible for the security within their specific instances of the service. This model helps clarify which party is in charge of various controls related to data security and privacy, ensuring that both Zendesk and its users understand their roles in maintaining a secure environment. For more details, you can refer to theoriginal documentation.


More related questions

Who is responsible for access controls in Zendesk?

Subscribers are responsible for managing access controls within their instances of Zendesk, including user provisioning, authentication methods, and session handling. Zendesk, on the other hand, manages access controls for the systems that underpin…

How does Zendesk handle integrations with third parties?

Zendesk is responsible for vetting and integrating reputable third parties into the service, ensuring proper security considerations are in place. Subscribers, however, must consider the security implications of any third-party integrations they…

What are the data privacy responsibilities in Zendesk?

Subscribers are responsible for the proper treatment of data within their instances, ensuring compliance with relevant laws and regulations. Zendesk protects service data at the infrastructure level, encrypts data in transit and at rest, and…

Who monitors security activities in Zendesk?

Subscribers are responsible for monitoring user activity within their instances, while Zendesk monitors the service itself, including privileged access, incoming traffic, and service uptime. This division ensures comprehensive oversight of security…

What maintenance responsibilities do Zendesk subscribers have?

Subscribers are responsible for maintaining and patching their own systems and any custom code used with Zendesk services. Zendesk handles maintenance and patching within its architectural boundaries, including its infrastructure and proprietary…

How are security incidents managed in Zendesk?

Subscribers are responsible for managing security incidents within their instances, including breaches caused by insufficient access control or third-party integrations. Zendesk manages incidents related to the service itself, including…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites