Zendesk Advanced Data Privacy and Protection (ADPP)

Advanced Data Privacy and Protection (ADPP) is a powerful security add-on for Zendesk that expands on the platform's built-in security capabilities. Designed for organizations with strict compliance requirements (such as GDPR and PCI DSS), ADPP offers advanced encryption, data masking, retention policies, and access logging. Here is the complete overview of what ADPP includes and how it helps safeguard your customer data.

1. What is Advanced Data Privacy and Protection?

While Zendesk provides robust security as standard, ADPP offers an additional layer of control for organizations with advanced data privacy and compliance needs. It allows you to monitor, mask, and automatically redact sensitive information across tickets, profiles, and call transcriptions. ADPP is available as an add-on for Suite Enterprise and Support Enterprise plans.

2. Key Features Included in ADPP

• Access Logs: Maintain a detailed 90-day log of account access events related to tickets, user profiles, and searches. This provides full auditability and helps identify suspicious user behavior.
• Advanced Encryption: Encrypt Service Data using your organization's own Key Management Service (KMS), supporting AWS KMS, Azure Key Vault, Google Cloud KMS, and Thales CipherTrust Manager (EU-hosted).
• Advanced Data Retention Policies: Create automated deletion schedules to remove tickets, end-user profiles, and attachments that your business no longer needs to keep.
• Data Masking: Obscure personally identifiable information (PII)—such as names, email addresses, and phone numbers—from agents in specific custom roles.
• Redaction Suggestions: Automatically detect and highlight PII within ticket comments and attachments, allowing agents to redact sensitive data with a single click.
• Automatic Redaction: Configure triggers to automatically remove sensitive data from tickets based on predefined conditions, eliminating manual effort.
• Call Transcription Redaction: Automatically redact PII and credit card details (PCI DSS) from transcribed phone call recordings in Zendesk Voice and Contact Center.

3. Requirements and Permissions

ADPP requires an active Enterprise plan. Administration is managed primarily by admins, though specific duties (such as ticket content redaction or trigger management) can be delegated to custom agent roles:

• Admins: Full access to configure access logs, encryption keys, data masking rules, and deletion schedules.
• Custom Roles: Can be granted granular permissions to redact content or manage redaction triggers without requiring full admin access.

Want to read the official Zendesk documentation?
You can find the full ADPP overview here: 
About the Advanced Data Privacy and Protection (ADPP) add-on