Zendesk Account- Zendesk says access occurred in 2016 and that only a small percentage of customers were impacted.
Cloud-based customer service company Zendesk notified customers that account information for 10,000 users was accessed prior to November 2016.
In a note posted Wednesday, Zendesk said email addresses, user names, and phone numbers were accessed for customers and users of its Support and Chat products. Zendesk Support is the company’s customer support ticketing service. Chat is Zendesk’s live messaging service used on websites and mobile devices.
Maarten Van Horenbeeck, chief information security officer of Zendesk said in a statement Wednesday the company became aware of the accessed data on September 24 when a third party notified them of the leak. The bulk of the account data accessed included PII data tied to its Support and Chat service, but also included expired trial accounts and accounts that are no longer active.
The company said for that smaller subset of 700 customers, the unknown third parties accessed Transport Layer Security encryption keys provided to Zendesk by customers along with configuration settings of apps installed from the Zendesk app marketplace or private customer apps.
“This may include integration keys used by those apps to authenticate against third party services,” wrote Van Horenbeeck.
The company, who counts Airbnb, Stanley Black and Decker and Fossil as customers, said affected users are advised to “rotate all credentials for the respective app” used during the vulnerable time period.
“If you uploaded a TLS certificate to Zendesk prior to November 1st of 2016 which is still valid, we recommend you upload a new certificate, and revoke the old one,” Van Horenbeeck said. “API Tokens in Chat do not need to be rotated.”
He added that there is no indication that other authentication credentials were accessed.
The rotation of credentials will impact a larger group of customers and products that share authentication with the Zendesk Support service. Those include the Guide, Talk and Explore Zendesk products. When users log into one of the products they will be prompted to reset their passwords.
Additional precautions are being made by Zendesk for its Chat APIs for customers that haven’t changed their password since 2016.