Is Zendesk PCI Compliant?

TL;DR:

• Storing Payment Card Industry (PCI) data in Zendesk requires adherence to specific security measures to comply with PCI Data Security Standards (PCI DSS).
• Risk of PCI data leakage from Zendesk depends on security measures, user compliance, and system vulnerabilities.
• New PCI DSS 4.0 requirements for Zendesk include enhanced authentication, encryption, monitoring, and risk management.
• Strac offers comprehensive detection tools, compliance support, seamless integration, precision in data handling, and endpoint data protection to enhance data security on Zendesk.
• Book a free 30-minute demo to learn more about Strac's DLP integrations for maintaining compliance with PCI DSS.

Can you store PCI Data in Zendesk?

Zendesk is not PCI-compliant straight out of the box.

For businesses using Zendesk, storing PCI data is permissible under certain conditions that align with PCI Data Security Standards (PCI DSS).

To comply with these standards, any stored cardholder data must be secured through robust security practices.

According to PCI guidelines, entities such as merchants can store cardholder names, primary account numbers (PAN), service codes, and expiration dates if there's a clear business necessity and the data can be adequately protected.

For users of Zendesk, this means implementing stringent security measures such as encryption and other forms of data protection.

Specifically, adherence to PCI DSS Requirement 3.4 is crucial, which mandates that sensitive data be protected using strong cryptography and truncation methods. This ensures that any cardholder data handled within Zendesk is not only stored securely but also safeguarded against unauthorized access and breaches.

Businesses must carefully evaluate their data storage strategies to ensure they meet these essential security requirements.

Can PCI data be leaked from Zendesk?

The risk of PCI data leakage from Zendesk, as with any platform, hinges on several factors including the security measures in place, user compliance with those measures, and the potential vulnerabilities of the system.

Zendesk users must ensure that sensitive authentication data, particularly from the magnetic stripe or chip, is never stored after authorization. Compliance with PCI DSS's strict guidelines on storage and handling of cardholder data minimizes the risk of data breaches.

However, absolute security cannot be guaranteed, making ongoing vigilance and adherence to security practices essential.

What are the New PCI 4.0 Requirements for PCI Data in Zendesk?

PCI DSS 4.0 introduces stringent requirements that significantly impact the storage and handling of PCI data on platforms like Zendesk. Below are the crucial updates and their implications for Zendesk users:

1. No Unauthorized Copy/Relocation of PAN

Requirement 3.4.2 aims to protect the Primary Account Number (PAN) from unauthorized copying or relocation. This is critical on platforms like Zendesk where customer support interactions might involve sensitive data.

The updated mandate requires strict technical controls to limit the ability to copy or move PAN exclusively to personnel who have explicit, documented authorization and a legitimate business need. This is vital in customer service environments managed through Zendesk, as they can potentially expose sensitive information if not adequately controlled.

2. PAN Must Be Unreadable

Under Requirement 3.5.1.1, PAN must be made unreadable in all storage contexts, which includes databases and logs within Zendesk's infrastructure.

The goal is to improve data security by employing keyed cryptographic hashes of the entire PAN, underpinned by stringent key management practices as dictated by PCI DSS Requirements 3.6 and 3.7.

This ensures that PAN data remains encrypted and unreadable, thereby safeguarding it from unauthorized exposure and breaches in a platform as accessible as Zendesk.

3. Incident Response for PAN Data Leaks

Requirement 12.10.7 requires robust incident response strategies ready to activate upon detecting PAN in any unauthorized areas, including platforms like Zendesk.

The focus is on quickly addressing potential data leaks by analyzing, recovering, and securely deleting or moving the PAN to a secured environment. This highlights the need for ongoing monitoring and immediate response mechanisms within Zendesk.

4. Protecting Payment Information on Zendesk

Organizations should minimize the storage of cardholder data. Essential measures to protect PCI data in Zendesk include:

• Ensuring that customer service terminals or chat interfaces do not retain payment card data after processing.
• Obscuring or truncating printed payment card information on any service receipts to safeguard cardholder data.
• Keeping servers and data storage devices secure, locked, and access-controlled, particularly within customer support platforms like Zendesk.
• Implementing strict access controls to restrict unauthorized access to stored cardholder data.

These practices collectively help secure sensitive cardholder information handled through Zendesk, addressing both digital and physical security concerns.

To maintain compliance with PCI DSS 4.0, entities using Zendesk must critically evaluate and upgrade their configurations and operational practices regularly.

This includes continuous audits to verify alignment with PCI DSS 4.0's enhanced requirements, particularly focusing on encryption validation, access controls, and logging mechanisms.

How Can Strac Enhance Data Security on Zendesk?

Strac is a leading SaaS and Cloud DLP as well as an Endpoint DLP solution, equipped with modern features to bolster data protection:

• Comprehensive Detection Tools: Strac offers a range of detectors for sensitive data elements required for compliance with regulations like PCI, HIPAA, and GDPR. Strac DLP integrations allow for customization, enabling users to set up their own detection rules. Unique in the market, Strac also performs image detection and deep content inspection across various document formats, including PDFs and Word documents. Discover more in Strac’s catalog of sensitive data elements.
• Robust Compliance Support: Strac aids in achieving compliance with major standards such as PCI, SOC 2, HIPAA, ISO-27001, and more, providing a solid foundation for data security strategies.
• Seamless Integration Capabilities: Integration with Strac is quick and efficient, taking less than 10 minutes. Strac's Zendesk DLP integration offers immediate benefits such as live scanning and redaction in SaaS applications, enhancing real-time data protection efforts.
• Precision in Data Handling: Employing custom machine learning models, Strac ensures high accuracy in detecting and redacting sensitive data, significantly reducing false positives and negatives.
• Extensive SaaS Integration: Strac supports a broad array of SaaS and Cloud applications. Learn more about Strac’s integrations here.
• Advanced AI Capabilities: Strac integrates with AI platforms including ChatGPT, Google Bard, and Microsoft Copilot, showcasing its capacity to protect data within AI applications. For more details on safeguarding AI interactions, refer to Strac Developer Documentation.
• Endpoint Data Protection: As a comprehensive DLP provider, Strac ensures endpoint security is robust and effective. Explore Strac’s Endpoint DLP solutions.
• Developer-Friendly API Access: Strac offers APIs that empower developers to detect and redact sensitive data effortlessly. For API documentation, visit Strac API Docs.
• Configurable Data Redaction: Strac provides both pre-built compliance templates and customizable settings to meet specific business needs, ensuring sensitive data is handled appropriately.

Strac is committed to maintaining rigorous compliance with HIPAA and other standards, enhancing data security across your business operations.

Book a free 30-minute demo to learn more about Strac's DLP integrations.