Plan requirement
| Subscription | Any plan |
| Access | Admin |
Encryption in transit is standard. Message-level encryption and private relay services need thought, because they break threading.
What you already have
Mail between Zendesk and other mail servers is encrypted in transit as a matter of course. For most organisations that, plus authentication records, is the whole answer.
Message-level encryption
Where a regulator or a customer requires the message itself to be encrypted, that is a different thing, and it interacts badly with a ticketing system: Zendesk cannot read an encrypted body, so it cannot thread it, search it or act on it.
Organisations with that requirement generally route those conversations outside the ticketing system rather than trying to make both work at once.
Private relay addresses
Some mail providers offer customers an address that hides their real one. Two consequences worth knowing.
- The requester is the relay address, not the customer's real one. Two contacts from the same person can look like two people.
- The relay can be switched off, after which your messages to it stop arriving with no error.
What to do about it
Nothing technical. Recognise the pattern when a customer says they stopped receiving your mail, and ask for a second address where the conversation matters.
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