One of our customers, a user of Zendesk’s help desk ticketing system frequently needs to collect sensitive files from customers in a way that conforms to GDPR and FedRAMP regulations, as part of their customer support workflow. Indeed, Zendesk and many Zendesk customers are required to be compliant with GDPR and FedRAMP regulations for the sensitive files they may collect and share with one another. Reva is the first to provide this level of compliance for Zendesk’s customers.
In looking for a secure content repository solution and processes to adhere to these compliance requirements and regulations, the integrated solution had to meet the following guidelines:
1) For the end-user (using Zendesk’s Guide interface) the solution must have the ability to:
- Upload artifacts attached to a ticket at ticket creation and while being open
- Access artifacts solely through the Guide interface
- Other users copied on the ticket should be able to view the tickets but not the artifacts
- Uploaded Artifacts are stored in the secure Zone, based on the user organization
2) For the Zendesk Expert (the Ticket Agent), the solution required the ability to:
- Have artifacts attached to tickets to be visible only when the agent belongs to the ticket workspace
- Upload, provide versions, and delete artifacts attached to the ticket
- Access artifacts solely through Agent interface
Box as Secure Content Repository Solution
Having Box as the underlying secure content repository provides these capabilities in the combined Box/Zendesk solution from Reva:
- GDPR and FedRAMP Compliant
- Box User Interface elements have an intuitive interface for content upload, download and preview embedded in the Zendesk Guide and Zendesk Agent workspace
- Box Folder structures with different Zones (geographical, region, etc…) to store ticket content in the required Zones for compliance.
Reva’s Zendesk and Box Integration Solution
By using Box Platform, together with Zendesk, Reva Solutions is the first to be able to provide customers, ticket agents, and executives with a personalized user experience.
Some of these Key features and user experience elements include:
- Integrated Box Attachments Add-in for the Zendesk Guide and Agent Workspace
- Sort the documents in the ticket folder by size, upload date, and other fields
- Tracking of document uploads as comments on the Zendesk ticket
- Box ticket folder access which adheres to Zendesk security permissions
- Single Sign-ON for Zendesk users
ZENDESK GUIDE AND AGENT WORKSPACE
Reva – Box/Zendesk
Solution Benefits
- GDPR and FedRAMP compliant
- the only solution to provide this for Zendesk
- Increased File Size Limits
- increased from 20 MB (Zendesk) to up to 15GB based on the Box platform subscription level
- Improved Governance
- Follow Box governance standards which make it safe and reliable for example:
- archive the content based on governance
- use Box zones to store the assets based on the requester organization (where applicable for regulatory compliance)
- Follow Box governance standards which make it safe and reliable for example:
- End-to-End Encryption
- Uses Box secure upload to keep your file safe.
- Increased Productivity
- Give users abilities to preview the file in ticket only without downloading it
- Auditing and Reporting
- Provides comprehensive reporting features from Box Admin for compliance.
Conclusion
With our unique solution both customers and support agents can be confident in the knowledge that they are adhering to GDPR and FedRAMP regulations within Zendesk. Through the secure uploading, viewing and management of sensitive assets and artifacts attached to a ticket, seamlessly within the Zendesk and Box integrated application, conformance is made easy. In addition, the integration removes the Zendesk limits on the file upload sizes as well as upload performance, all in a content governance context.
