Plan requirement
| Subscription | Any plan |
| Access | Admin |
In transit, yes, as standard. Message-level encryption is a different thing and interacts badly with a ticketing system.
What you have already
Mail between Zendesk and other mail servers is encrypted in transit. For most organisations that, together with authentication records, is the complete answer to this question.
What people sometimes mean instead
Encrypting the message itself, so only the recipient can read it. That is a different mechanism, and the consequence for support is real: Zendesk cannot read an encrypted body, so it cannot thread it, search it, or act on it with rules.
Organisations with that requirement usually handle those conversations outside the ticketing system rather than trying to have both.
If somebody is asking for a security questionnaire
The answer they need is generally about transport encryption, storage and certifications, and Zendesk publishes documents for exactly that purpose.
Filling in a security questionnaire? Send us the questions and we will point you at the right documents rather than answering from a help article.
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