Guidance

Zendesk security review

Created:  11 Jun 2018
Updated:  11 Jun 2018
Zendesk logo
A security review of Zendesk, a ticketing system to improve customer relations, based on the NCSC's SaaS security principles.

Zendesk is a ticketing system whose primary aim is to improve customer relations. It offers the ability to create, handle and track tickets, supported by multiple platforms. It also keeps a record of all communication for every ticket. 

 

How Zendesk performs against the SaaS Principles

Question

Answer

Detail

Does the SaaS provider protect external data in transit using TLS?

Yes

Zendesk uses HTTPS to transmit and receive data. TLS 1.2 is used to encrypt data whilst in transit between Zendesk servers and the user’s browser.

Does the SaaS provider protect external data in transit using correctly configured certificates?

Yes

Zendesk meets the recommended cryptographic profiles for TLS as published by the NCSC. In addition the Zendesk domain currently gets an 'A' rating from Qualys SSL Labs. Note that this was performed on their top level domain, and not all subdomains that may be used for API calls.

Does the SaaS provider protect internal data in transit between services using encryption?

Unknown

At this time, it is unknown whether Zendesk protects internal data in transit using encryption.

Does the SaaS provider protect internal data in transit between services using correctly configured certificates? 

Unknown

At this time, it is unknown whether Zendesk protects internal data in transit using correctly configured certificates.

If APIs are available, does the SaaS provider protect both internal and external APIs through an authentication method?

Yes

Zendesk only allows verified users to make API requests.

If there is a concept of privilege levels in the service, does the SaaS provider have the ability for low privilege users to be created?

Yes

Multiple roles are available within the support user roles and end-users.
If there is a concept of privilege levels, does the SaaS provider provide 2FA/multi-factor authentication on at least the high privileged accounts?

Yes

Zendesk currently provides 2FA when using standard Zendesk support authentication. It is not available for agents or administrators using Google Authentication Services, JWT or SAML. However, other third-party applications can be employed when using these services. Zendesk also supports SSO (Single Sign On).

Does the SaaS provider collect logs of events?

Types of log may include security logs and resource logs

Yes

Zendesk states that logging is performed by their Security Incident Event Management (SIEM) System. These logs are then sent to the security teams who respond to triggered events.

Does the provider make logs available to the client?

Yes

Zendesk offers administrators access to audit logs. A full breakdown of the information they can see is available from the Zendesk developer site.

Does the SaaS provider have a clear incident response and patching system in place to remedy any publicly reported issues in their service, or libraries that the service makes use of?

The provider’s previous track record on this is a good metric to see how they’ll cope with a new issue occurring.

Yes

 

Zendesk have an on call 24/7 security team. Alongside this, Zendesk offer a bug bounty program via HackerOne.
Does the SaaS provider give clear and transparent details on their product and the implemented security features (i.e. how easy has it been to answer the above questions) ? Yes Zendesk answer most security questions through various pages on their website.

 

Exporting data

Data can be exported from Zendesk in CSV or XML form by the administrator in versions Professional and Enterprise. A request can be put in for export of ticket data (CSV format) or user data (XML format) or a full data export (XML format). This feature is not activated by default, to enable the service the user must contact support@zendesk.com. More information on this can be found in the Zendesk  documentation.

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