Zendesk Shared Responsibility Model - Frequently asked questions
Frequently asked questions
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…
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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