Share Zendesk Access with Roles and Audits
Share Zendesk Access with Roles and Audits (No Shared Agents)
Why shared agent logins are risky
They hide who did what, complicate offboarding, and raise PII risk. Zendesk has solid roles and logs—use them.
Roles to use (least privilege first)
- Light agent: comment/review without full ticket handling.
- Agent: work tickets within assigned groups.
- Admin: configure settings; keep this group small.
Safe onboarding flow
- Invite by email and place users in the right groups and organizations for data minimization.
- Require MFA or SSO for all staff. If someone needs help with a master passphrase: Create Strong Passphrases.
- Verify invites on a quick call before clicking. Link hygiene: Verify Links Like a Pro.
Handling exports & attachments
- Don’t email CSVs with customer data. Use one-time, expiring links and send the access code by SMS/phone. Basics: The Safe Way to Share Passwords in 2025 (No Email).
- Strip metadata/redact before sharing files externally. Guide: Redact Sensitive Info in Screenshots and PDFs.
Audits & offboarding
- Review the audit log and unusual sign-ins monthly.
- Remove users when they leave and rotate any secrets they touched (integrations, API tokens). Checklist: Employee Offboarding.
Useful external references
Related reading
Deliver files without risky folders: Share Sensitive Photos & Documents Safely
Respond if data may have leaked: The Simple Incident Playbook for Leaked Passwords
Bottom line
Per-user roles, MFA/SSO, careful exports, and frequent audits keep your help desk secure and compliant.
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