The user can enhance data security by enabling encryption to safeguard it from unauthorized access. Zoho Desk offers two types of encryption:

Data encryption transforms digital information from plain text into an indecipherable format known as cipher-text. This process of encoding (transforming) data uses the Database password key, where a piece of information, usually numbers and letters, is generated by a cryptographic algorithm.

Database encryption safeguards personal or sensitive information stored in the Desk database. Zoho Desk uses the AES (Advanced Encryption Standards) algorithm for mobile app database encryption.

Users' attachments are protected at every stage, from storage to sharing, providing them with the confidence that their data is safe. 

Imagine Zylker, a financial services company, using Zoho Desk to handle client tickets. When a client submits a ticket with a sensitive document, such as financial statements, the support agent uploads the file directly into Zoho Desk, where the app automatically encrypts the file, keeping the sensitive information protected and securely stored.

Later, when the agent needs to review the document, Zoho Desk temporarily decrypts the file, allowing the agent to view it securely. After the agent finishes reviewing, the temporary decrypted file is automatically deleted, preventing any unauthorized access. If the agent needs to share the document with a senior advisor again, the app creates a temporary decrypted version for sharing, which is deleted shortly after, making sure the document isn’t left vulnerable on the device. Throughout this process, the File Encryption feature keeps the client’s financial data secure, maintaining confidentiality.

Some files require third-party applications to be accessed and viewed. In these cases, File Encryption continues to protect the users' data by masking it, so even if the file is accessed by the application, it will appear as an unsupported format.

To enable data encryption and file encryption, agents can toggle the respective buttons under privacy and security.