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Help Desk Security

Help Desk Security

At BoldDesk, we do everything to make sure your data is safe with us, at all times. You probably came here because you have questions, so let’s answer the important items.

datacenter-security

Datacenter Security

All our platform infrastructure is hosted on Google Cloud Platform (“GCP”) and Microsoft Azure within virtual private clouds “VPC” we configure and manage to safeguard against unauthorized network requests. GCP and Azure are deeply committed to securing the underlying infrastructure we build on, and continuously expanding their Compliance programs.

For more details, please refer to the Microsoft and Google data center security policies linked below,

Software Security

Software Security

Our application runs on the latest stable version of the Microsoft .NET. We reduce the attack surface by isolating our processes with containerized Microservice architecture. Our application is also automated with a real static analyzer tool and that does extensive computation and ensures the security of our source code.

All our developers are trained to pay specific attention towards security. Our automated and manual code review processes constantly look for any code that could potentially violate security policies.

payment-security

Payment Security

BoldDesk does not have access to customers’ credit card data at all.

encrypted-transmission

Encrypted Transmission

All user data is transported securely, encrypted in transit and encrypted at rest. Encrypting your data provides an additional layer of protection towards events such as unauthorized modification and man-in-the-middle attacks, etc. We use 256-bit SSL/TLS.1.2 encryption, and industry-standard AES-256 algorithms respectively.

vulnerability-scans

Vulnerability Scans

BoldDesk uses security tools to continuously scan for vulnerabilities. Additionally, vulnerabilities in third-party libraries and tools are monitored and software is patched or updated promptly when new issues are reported.

Penetration Testing

BoldDesk undergoes regular penetration testing done by our in-house security experts and development team and a yearly detailed penetration test suite by third-party security experts to confirm the security of our products and environment.

privacy

Privacy & GDPR

monitoring-and-alerting

Monitoring and Alerting

backup-and-availability

Backup and Availability

To maximize availability, our systems automatically replicate your data across multiple locations in real-time. Data is also continuously backed up to ensure that we can restore access to your data and the service in the unlikely event that all data replicas fail simultaneously. Our monitoring system alerts us to any problems, and we have staff on-call at all times to handle any unexpected incidents.

uptime

Uptime

Enterprise Grade Level Security & Privacy

To protect your customers’ data, security systems control access to your entire organization and secure your data at multiple levels. Encryption, audit logs, IP restrictions, and SSO are features that can help you in protecting your data and restricting access to only authorized users.

Single Sign-On

Single sign-on with BoldDesk allows users to log in and access their help desk account with a single set of credentials by using SSO systems such as Office 365, OAuth 2.0 providers, and OpenID.

IP Restrictions

IP restrictions allow you to limit the IP addresses from which your organization can access the help desk.

Password Policies

Create your password policies to enforce secure, strong passwords, password rotation frequency, and password expiration to meet your security standards and policies.

Roles & Permissions

Control agent's access to data by giving them certain permissions.

Ticket Access Scope

Specify an agent’s ticket access level when viewing tickets in the support center.

Brand-Based Access

Brand access allows you to limit the visibility of the tickets for agents so that they can only access tickets for specific brands.

Whitelist or Blacklist Senders

Accept or reject the emails received from specific senders and domains. Emails on the blacklist are blocked and are not routed to spam.

DKIM for Email

DKIM signatures notify the recipient that an email is sent from an authorized domain.

Audit Logs

Audit logs contain information about specific events or operations, such as access, change details, who performed an action, and so on.

Single Sign-On

Single sign-on with BoldDesk allows users to log in and access their help desk account with a single set of credentials by using SSO systems such as Office 365, OAuth 2.0 providers, and OpenID.

IP Restrictions

IP restrictions allow you to limit the IP addresses from which your organization can access the help desk.

Password Policies

Create your password policies to enforce secure, strong passwords, password rotation frequency, and password expiration to meet your security standards and policies.

Roles & Permissions

Control agent's access to data by giving them certain permissions.

Ticket Access Scope

Specify an agent’s ticket access level when viewing tickets in the support center.

Brand-Based Access

Brand access allows you to limit the visibility of the tickets for agents so that they can only access tickets for specific brands.

Whitelist or Blacklist Senders

Accept or reject the emails received from specific senders and domains. Emails on the blacklist are blocked and are not routed to spam.

DKIM for Email

DKIM signatures notify the recipient that an email is sent from an authorized domain.

Audit Logs

Audit logs contain information about specific events or operations, such as access, change details, who performed an action, and so on.

Questions

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