Zendesk
Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets. Slack simplifies communication and streamlines your workflows to keep your team coordinated and working faster. Together, the Slack for Zendesk Support app was designed to bring all of your customer support interactions into a single place and help make customer service a team sport.With message actions for creating tickets and adding comments, Slack for Zendesk Support empowers your agents to deliver an amazing customer experience - every time and even more efficiently.- Create tickets and add internal notes in seconds with Slack message actions
- Get real-time notifications on new and updated tickets delivered to any Slack channel - to make sure the broader team is connected to important customer issues
- Simplified installation for your entire Slack workspaceA Zendesk Support account on a Team plan or higher (trial or paid) is a prerequisite to using this app.By enabling this app, You agree to the Built by Zendesk Terms of Use.
- Get real-time notifications on new and updated tickets delivered to any Slack channel - to make sure the broader team is connected to important customer issues
- Simplified installation for your entire Slack workspaceA Zendesk Support account on a Team plan or higher (trial or paid) is a prerequisite to using this app.By enabling this app, You agree to the Built by Zendesk Terms of Use.
Permissions
Zendesk will be able to view:
Zendesk will be able to do:
Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Center.
General
Developer
Zendesk
Company headquarters location
United States
Privacy & data governance
Data retention policy
Data is retained in a valid state as long as the app remains installed in a Slack Workspace. When the app is uninstalled, we soft delete the record and it remains archived within our database.
Data archiving and removal policy
In the event you would still like to have all your data completely removed, you can send an email to integrations@zendesk.com and we will manually delete all appropriate records.
For Side Conversations, Zendesk admins are able to manually delete the thread within Zendesk at any time by following the guidelines outlined below:
https://support.zendesk.com/hc/en-us/articles/360002115087-Using-Slack-in-side-conversations
Data storage policy
All sensitive data (i.e. access tokens) remain encrypted at rest. No personally identifiable information is stored within our database and information is referenced and indexed using generated IDs such as Slack's user ID, team ID and Zendesk's account ID.
Data center location(s)
United States
Data hosting details
Cloud Hosted
Data hosting company
AWS
App/service has sub-processors
yes
Guidelines for sub-processors
Certifications & compliance
Data deletion request procedure
Manual deletion, submit Zendesk Support ticket
HIPAA compliant
no
While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack App Directory, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.
Security
Date of latest pen test
2021-04-08
Executive summary is available to potential customers upon request
yes
Supports Security Assertion Markup Language (SAML)
no
Has a dedicated security team
yes
Contact for security issues
infosec@zendesk.com
Has a vulnerability disclosure program
yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
yes
Has a bug bounty program
yes
Bug bounty program URL
Requires third party authorization/connections
yes
Third party services used by this app
N/A
Uses token rotation
no