Security and Privacy Overview

Security and Privacy protect Helpdesk users, customer information, operational data, and system configuration.

Security responsibilities

Helpdesk security includes:

• authentication
• authorization
• role management
• tenant isolation
• secure credentials
• protected communication
• auditability
• safe configuration
• data handling

Privacy

Customer information should be collected and used only for legitimate service and business purposes.

Least privilege

Users should receive only the access required for their responsibilities.

Defense in depth

Security should not rely on one control.

For example, hiding a menu item does not replace authorization on the underlying record or API.

Administrative changes

Security-sensitive configuration should be reviewed carefully and tested.

Good practices

Keep software and dependencies maintained, protect secrets, review access regularly, monitor suspicious behavior, and avoid exposing sensitive diagnostic information through public interfaces.