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Zendesk Trusted and Flexible Security Platform

Zendesk Community Event

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Introductions

Personalize interactions with custom object data

Accelerate insights with the new dashboard builder

Protect customer privacy with AI-powered redaction

Live Q&A

Agenda

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Andrea Wong

Product Marketing Manager

Vanessa Kahn

Product Marketing Manager

Walter Bellante

Senior Product Manager

Speakers �and experts

Max McCal

Director of Product Management

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Q&A folks

Anunay Sinha

Group Product Manager

Michal Klimek

Senior Software Engineer

Joel Cohen

Senior Product Manager

Liv Tornquist

Senior Product Manager

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Service is a critical differentiator for�businesses today

73%

of consumers will switch to a competitor after multiple bad experiences²

75%

of customers are willing to pay more for companies who offer better CX¹

KEY TRENDS

1. Zendesk Employee Experience Trends, 2021

2. Zendesk Employee Experience Trends, 2023

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But companies struggle to deliver the seamless, personalized experiences that customers expect

Impersonal �interactions

Disconnected �touchpoints

Siloed service�data

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INTERACTIVE MESSAGING TOOLS

BUSINESS & CUSTOMER DATA

INSIGHTS & ANALYTICS

COLLABORATION TOOLS

SYSTEM INTEGRATIONS

TRUST, SECURITY & PRIVACY

TRIGGERS & WORKFLOW AUTOMATION

APIS, SDKS, & FRAMEWORKS

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Meet the Zendesk platform

The open and flexible service platform built to deliver trusted, personalized experiences.

Flexible data security and �privacy tools

Unified systems, data,

and channels

Low-code customization

and robust reporting

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Deliver fast, personalised service

with low-to-no code customization

OUT-OF-THE-BOX CUSTOM SOLUTION

Prebuilt Connectors

Custom objects

APIs

Zendesk Marketplace

Triggers & automations

Omnichannel routing

Contextual workspaces

Reporting & analytics

Custom ticket statuses

Layout builder

Profiles & organizations

Integration services

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Zendesk is continuously investing

in low-code customization tools

Form based statuses (Closed beta)
Custom objects help center integration
Custom objects placeholder integration
Enhanced SLA configurations
Enhanced Salesforce integration
Organization merge
Real-time SLA notifications
Record Preview configuration
Workflow orchestration (EAP)

Recently released

LIVE

On the roadmap

2024

Under consideration

2025+

Custom objects AI integration
Custom objects layout builder integration
Custom objects sandbox integration
Granular custom object permissions

Create & update for data importer
Modify closed tickets (Live beta)
Multi-select fields
Placeholders for custom objects
Object triggers
Search Filtering APIs for custom objects

Features & timelines are subject to change.

Community Request

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Personalize service with unique data stored in custom objects

Model critical business data, no coding or developers required.

Surface key details to agents including orders, assets, & more.

Turn data into action by integrating custom data with triggers & reports.

LIVE

No-code interface

Ticket & object triggers

Lookup field reports

Robust APIs

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Authorize returns

Custom objects come with endless possibilities

Assign IT assets

Initiate service orders

Trigger exchange process

Integrate external systems

Build agent task lists

Unify order data

View service catalogs

Analyze product trends

N0 CODE LOW CODE CUSTOM SOLUTION

Capture customer notes

Sync CRM data

Process warranties

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Extend service operations with

integrated custom data

Surface restricted help center content

Set up auto-replies to high confidence intents

Proactively request critical information

Visualize your data

Enrich data with relationships

Automate syncs & tasks

CUSTOM OBJECT BEST PRACTICES

Pair custom object triggers with webhooks, APIs, and ZIS to perform bulk actions, trigger workflows by external events, or update external systems.

�Use a spreadsheet to model the custom objects and relationships needed for triggers, reports, and help center forms.

Add custom objects as ticket lookup relationship fields to surface data to agents, pull custom object reports, and define triggers.

Agent productivity

Resolution times

Satisfaction ratings

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Powerful analytics to lead CX teams

LIVE REPORTING

HISTORICAL REPORTING

OPERATIONAL ANALYTICS

AGENT PRODUCTIVITY REPORTING

OMNICHANNEL ANALYTICS

CUSTOMER INSIGHTS

Understand and act on data from every customer touchpoint with Zendesk analytics. Fuel smarter CX operations, optimize agent performance, and deliver better customer experiences.

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Your feedback has helped us make critical improvements to the dashboard builder

“Dashboard components are hard to move and resize.”

“It’s difficult to get started and build the right reports.”

“I need to duplicate dashboards to support different audiences.”

New snap-to-grid layout

Dashboard templates with pre-built reports and filters

Dashboard restrictions to

dynamically adapt data to the viewer

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New dashboard builder GA

Q4 2024

Transitionary period

Q4 ‘24 - Q2‘25

View- only access - Classic

Q2 - Q3 ‘25

New dashboards

Retirement - Classic

Q4 ‘25

Existing dashboards

Creation of new dashboards allowed both with the new and the classic builder

Existing dashboards can be viewed and edited

Creation of new dashboards allowed only with the new builder

Existing dashboards built with the classic builder are accessible in view-only mode

Dashboards built with the classic builder are no longer accessible

GA

4 Months

MIGRATION PLAN - MILESTONES

The classic dashboard builder will be retired over 12 months.

Phase 1: Get Ready (Q4 2024)

New Builder Goes Live! The new dashboard builder is generally available (GA) in Q4 2024. You and your teams can now create dashboards in the new builder, while still having access to the classic builder for editing and building.
Start Planning. This is the perfect time to develop a migration plan for your existing dashboards and get everyone familiar with the new builder's features.

Phase 2: Migrate and Refine (Q1 2025)

New Builder Takes Priority. From Q1 2025 onward, only the new builder will be available for creating new dashboards. You can still edit existing dashboards in either builder.
Migration Time! Utilize the importer tool to efficiently migrate your classic builder dashboards to the new builder.

Phase 3: Finalize and Move On (Q2 2025)

Classic Builder View Only. In Q2 2025, the classic builder will be available for viewing exiting dashboards only. This is your final chance to complete any migrations.

New Era of Reporting (Q4 2025)

Classic Builder Sunset. By Q4 2025, the classic dashboard builder will no longer be available. You and your team will be fully transitioned to the new builder for a more powerful and efficient reporting experience.

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Dashboard Builder Roadmap

LIVE Dashboard activity Measure the number of views and identify dashboards that have been scheduled or shared externally

LIVE Dashboard restrictions�Dynamically adapt data to the recipient

Q4 ‘24 - GA Importer tool (Beta)�Migrate a single dashboard and import sharing recipients

New dashboard builder GA

Q4 ‘24 - Q1 ’25

Transitionary period

Q1 - Q2‘25

View- only access - Classic

Q2 - Q3 ‘25

GA

4 Months

H1-H2 '25 Professional services�Professional services available to assist with migration

�

H1 ‘25 Importer tool (GA)

Migrate a set of dashboards from the classic to the new experience.

MIGRATION TOOLS

PARITY ITEMS

Retirement - Classic

Q4 ‘25

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Dashboard Builder Roadmap

LIVE Dashboard activity Measure the number of views and identify dashboards that have been scheduled or shared externally

LIVE Dashboard restrictions�Dynamically adapt data to the recipient

Q4 ‘24 - GA Importer tool (Beta)�Migrate a single dashboard and import sharing recipients

Q3 ‘24 Filtered Views (Bookmarks)�Save your favorite set of filters and set it as the default view.

Q4 ‘24 - GA Schedules�Schedule a dashboard via email

New dashboard builder GA

Q4 ‘24 - Q1 ’25

Transitionary period

Q1 - Q2‘25

View- only access - Classic

Q2 - Q3 ‘25

GA

4 Months

H1-H2 '25 Professional services�Professional services available to assist with migration

H2 '25 Image component

�

H1 ‘25 Importer tool (GA)

Migrate a set of dashboards from the classic to the new experience.��A wider set of components supported in the migration.

H1 '25 Pre-built dashboards�The Zendesk powered dashboards available in the new dashboard builder

H1 '25 Change attribute�Allow to slice data by different attributes and reduce the number of reports on a single dashboard

Retirement - Classic

Q4 ‘25

Version control�Audit changes and restore a previous version of the dashboard

Theming�Set up a consistent branding across dashboards

MIGRATION TOOLS

PARITY ITEMS

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Streamline reporting with

the new dashboard builder

Identify dashboards for migration

Use the new builder

Consolidate dashboards

Agent productivity

Organizational efficiency

Understand usage using Dashboard Activity to prioritize dashboards for migration, and determine who on your team will help with the migration.

Build new dashboards with the beta builder so there are fewer dashboards to migrate.

Identify opportunities for dashboard consolidation using the new builder’s Dashboard Restriction feature.

DASHBOARD BUILDER MIGRATION BEST PRACTICES

Cross-functional collaboration

working with dashboard builder beta): zdsk.co/4bFbfWB�

1. Start identifying the dashboards you want to migrate:

In order to do this, you can use dashboard activity data to understand which dashboards are actively used by your team.
This helps prioritize which dashboards to migrate first. It also presents an opportunity to clean up your Explore instance and maintain only the most relevant dashboards moving forward.
Start thinking about who will assist with the migration, this not only lightens the load but fosters organization-wide Explore adoption and provides hands-on training for those involved.

2. Consolidate Duplicate Dashboards:

If your organization has multiple versions of the same dashboard for different audiences, it’s a good idea to document this now.
During migration, you can focus on migrating one primary dashboard with all data points and then configure dashboard restrictions later to ensure team members only see relevant data. That way, you can avoid creating and maintaining duplicate dashboards.

3.Lastly, start using the new builder:

If you start using the new builder now and building any net new dashboards in the beta builder, you won’t have to migrate those dashboards in the future. Additionally, all of the reports you build within the beta builder are compatible with the new dashboard builder.
Now is a good opportunity to both get familiar with the new builder as well as set your future self up for success.

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Expedite & optimize

Engage our professional services team to build a collaborative project to help you navigate the migration and unlock the full potential of your CX reporting in Explore.

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You have more than 200 dashboards

You don’t have internal bandwidth or a dedicated Explore administrator

You want tactical or strategic support

Consider professional services if…

Fill out form

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Updates to analytics to help you answer your most important questions

Recently released

LIVE

On the roadmap

2024

Under consideration

2025+

New report builder
Natural language querying

Generative AI dataset and dashboard
Take an action to change an agent's status from Explore

Data exporter
Enhanced roles and

permissions

Custom objects

dataset

Performance

optimizations

Agent productivity dashboard

Community Request

Features & timelines are subject to change.

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Trusted and secure CX

INDUSTRY & SECURITY COMPLIANCE

THREAT MANAGEMENT & MONITORING

DATA GOVERNANCE

AUDITABILITY

INFRASTRUCTURE SECURITY

BUSINESS RESILIENCE

CCPA

27018

27701

DATA PRIVACY FRAMEWORK

PROGRAM

HIPAA

ENABLED

HDS

Zendesk provides enterprise-grade security and comprehensive audits of our applications, systems, and networks to every customer

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Protect your most sensitive data with �flexible security and privacy tools

Secure and monitor your data

Advanced encryption

Standard encryption

Access log* and audit log

Authentication and SSO

Keep only the data you need

Advanced data retention*

Data retention policies

Credit card redaction

Redaction suggestions*

Control and limit data access

Granular permissions

Custom roles

Private groups

Data masking*

*Included in Advanced Data Privacy and Protection

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Zendesk security and privacy is constantly evolving to strengthen

Recently released

LIVE

On the roadmap

2024

Under consideration

2025+

Field-level permissions
Data masking*
Malware scanning for messaging
Attachment file type restrictions

Stronger password policies
Two factor authentication for end users
Data Locality for UK & Osaka, Japan
Ticket retention policies
Advanced ticket retention policies*

Brand spaces
OIDC support for single sign on
Redaction suggestions*
User retention policies
Advanced user retention policies*
New device verification
Advanced encryption*
Automatic redaction*
Private attachments for messaging
OAuth token management
Simplified access logs

*Included in Advanced data privacy and protection

Community Request

Features & timelines are subject to change.

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Meet your unique security needs with an additional level of protection

ACCESS LOG

ADVANCED DATA �RETENTION POLICIES

ADVANCED REDACTION

DATA MASKING

ADVANCED ENCRYPTION

ADVANCED DATA PRIVACY & PROTECTION

Available on Zendesk Suite Enterprise and above plans

Customize data security for reduced risk by selecting what data you show and keep�
Gain greater control over customer data using your own encryption keys �
Maintain granular visibility into data access with detailed access logs

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Easily redact personal data with AI-powered suggestions

Automatically highlight and easily redact a range of personal data from agent conversations�
Redact names, addresses, passwords, bank account numbers, and more �
Easily support obligations to delete or limit access to personal data

EARLY ACCESS PROGRAM

Availability

Advanced data protection & privacy

Complements

Automatic credit card redaction (Suite Professional & up)

Timeline

EAP now available

Generally available Q3’24

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Easily redact personal data with�AI-powered suggestions

Train agents on redaction

Verify redaction suggestions

Configure your settings

Customer trust

Support internal policy requirements

Agent efficiency

Inform agents that redaction is irreversible. Once they redact a string of data, it's permanently deleted!

Redaction suggestions may under or over detect, so take a moment to scan customer conversations.

REDACTION SUGGESTION BEST PRACTICES

Select which types of data you want highlighted so agents can focus on the data that matters most.

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For Andrea & Anunay

Asked by Luke A.

I’m new to Zendesk. Where I can go to better understand security/platform and how to utilize it?

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Where does HIPAA fall into this?

For Anunay

Asked by Brandon T.

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Are there plans to have scoped API tokens that only give access to a specific set of features?

For Max

Asked by Thomas V.

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One instance, two brands, two SSO solutions: are there plans to limit SSO to a specific brand?

For Max

Asked by Thomas V.

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Are there plans to have an onboarding page for Marketplace apps that clearly show (and limit) what data they can access?

For Andrea

Asked by Thomas V.

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The API dashboard currently shows Zendesk API calls only. Are there plans to expand and include SunCo, ZAT, and ZIS integrations?

For Devan

Asked by Thomas V.

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What’s the gradual rise Zendesk is maintaining to beat the new age of security threats?

For Max

Asked by Pawan Kumar S.

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When AI tools are being trained on customer conversations, what's the storage / security situation for that content?

For Max

Asked by Amy M.

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Can we bulk delete tickets based off request type or tag?

For Anunay

Asked by Brandon M.

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We had a situation where an agent who was not fully trained in Zendesk Support accidentally shared sensitive information with end users. How can we prevent this from happening?

For Anunay & Max

Asked by Neil I.

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Will the support user profile be available again in the future? We utilize the platform as an internal knowledgebase and like to be able to see the last time someone accessed the site.

For Max

Asked by Marci S.