Encryption at Zoho Desk - Zoho Desk Knowledgebase

Encryption at Zoho Desk

Encryption is used to safeguard the contents of a message so that only the intended recipient could read it. This is done by replacing the contents with unrecognizable data, which could be understood only by the intended recipient. This is how encryption became a method to protect data from those who might want to steal it.

Encryption can be used in two situations:
  1. Encryption in Transit
  2. Encryption at Rest (EAR)

Encryption in Transit

Refers to data that is encrypted when it is in transit — including from your web browser to the web server and other third parties via integrations. Encrypting data in transit protects your data from man-in-the-middle-attacks.
For more details about encryption in transit, click here.

Encryption at Rest

Refers to data that is encrypted when it is stored (not moving) — either on a disk, in a database, or some other form of media. In addition to encrypting data in transit, encrypting data when it is stored in the servers provides an even higher level of security. EAR protects against any possible data leak due to server compromise or unauthorized access.

Encryption is done at the application layer using the AES-256 algorithm. AES-256 is a symmetric key encryption algorithm that uses 128-bit blocks and 256-bit keys. The key used to convert data from plain text to cipher text is called Data Encryption Key(DEK). The DEK is further encrypted using the KEK (Key Encryption Key), thus, providing yet another layer of security. These keys are generated and maintained by our in-house Key Management Service(KMS).
For more details about key management in Zoho, click here.

What data do we encrypt in Zoho Desk?

Sensitive data such as SMTP password, Auth Tokens, Ticket conversations, attachments are encrypted at the application level.
Additionally, you can encrypt custom fields that add an extra layer of security for data like credit card numbers and personally identifiable information that your company might define as requiring additional protection.
For more details about encrypting custom fields, click here.

Full-disk Encryption

Besides application-layer encryption, full disk encryption is available in our EU (Europe), IN (India), AU (Australia) and JP (Japan) data centers. For more details about full disk encryption, click here.

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