We’re proud to share that Desk365 has achieved SOC 2 Type 2 compliance certification! This achievement underscores our dedication to safeguarding our customers’ data privacy and security.Â
It’s a testament to our ongoing efforts to ensure that our customers can trust us with their sensitive information. Now, let’s delve into what it means to be SOC 2 Type 2 compliant.Â
What is SOC 2 Type 2 Compliance?
An organization’s adherence to effective internal controls for securing and safeguarding customer data is what SOC 2 Type 2 compliance entails.Â
But first, let’s grasp the basics of SOC 2.Â
Developed by the American Institute of Certified Public Accountants (AICPA), SOC 2, or Service Organization Control 2, sets requirements for businesses that store customer data in the cloud. This is particularly relevant for SaaS companies and those utilizing cloud storage for customer information.Â
Under SOC 2, businesses must undergo an audit by an external AICPA-accredited auditor. SOC 2 reports come in two types: Type 1 and Type 2, depending on the depth of the audit and the monitoring period. Â
Difference between SOC 2 Type 1 and Type 2
The SOC 2 Type 1 compliance report assesses the specific procedures and control measures implemented by a SaaS company at a particular point in time. Â
On the other hand, the SOC 2 Type 2 report extends its examination beyond a snapshot, scrutinizing these procedures and controls over a defined period, typically lasting several months. Â
This longer-term evaluation provides a more comprehensive understanding of how effectively the controls operate over time and offers greater assurance regarding the company’s ongoing commitment to security and complianceÂ
Why SOC 2 Type 2 matters?
SOC 2 Type 2 compliance certification holds significant importance for organizations as it serves as a testament to their commitment to data security and privacy.Â
Achieving SOC 2 Type 2 compliance demonstrates that an organization has implemented robust controls and procedures to protect sensitive customer data over an extended period. Â
This certification is crucial for building trust with customers and stakeholders, as it assures them that their data is handled with the utmost care and follows industry-leading security standards. Â
Furthermore, SOC 2 Type 2 compliance helps organizations meet regulatory requirements and industry standards, positioning them as reliable and trustworthy partners.Â
Our path to SOC 2 Type 2 Compliance
Achieving SOC 2 Type 2 compliance isn’t an overnight achievement; it’s the culmination of extensive efforts, dedication, and a company-wide focus on security. At Desk365, we embarked on a comprehensive journey to attain this significant milestone, following these key steps:Â
- Assessment: We engaged an independent auditor to thoroughly evaluate our internal controls and policies, ensuring alignment with SOC 2 Type 2 requirements.Â
- Gap Analysis: Through meticulous examination, we identified areas within our security protocols that required enhancement and reinforcement to meet compliance standards.Â
- Enhancements: Taking prompt action, we implemented necessary improvements to our security measures, policies, and procedures, bolstering our overall security posture.Â
- Documentation: Our commitment to transparency led us to meticulously document our security practices and controls, ensuring clarity and accountability in our compliance efforts.Â
- Audit and Certification: Undergoing a rigorous audit process, we subjected our practices to scrutiny to validate adherence to SOC 2 Type 2 criteria, ultimately earning our certification
At Desk365, we uphold the highest standards of compliance, leveraging advanced tools to streamline our efforts. We use Sprinto, a cutting-edge compliance management platform, to oversee and maintain our compliance endeavors consistently. Â
Through Sprinto, we gain real-time visibility across our organization, ensuring comprehensive security and compliance integrity across our systems.
Beyond the certificate: Security controls built into Desk365
A certification is a point-in-time credential. What actually protects your team day to day are the controls sitting inside the product you use every morning. Since earning SOC 2 Type 2, we’ve kept adding to that layer. Three in particular are worth calling out: full audit trails, encrypted field-level logging, and configurable password policies.
Single Sign-On with Microsoft Entra ID
Agents can log in using your organization’s existing Microsoft Entra ID credentials instead of yet another separate password. One less password floating around means one less opportunity for it to end up in the wrong hands.
Multi-Factor authentication
For email-and-password logins, agents and support portal users can turn on a second verification step. Desk365 supports authenticator apps (Microsoft Authenticator, Google Authenticator, Authy, and others) as well as one-time passcodes sent by email. You can enable either or both, and configure MFA separately for agents versus contacts using role-based controls, so a compromised password alone isn’t enough to get in.
Configurable password policies
Admins set their own rules for agents and support portal users, independently of one another:
- Minimum length and complexity requirements
- Expiration schedules and reuse restrictions
- Session timeouts and automatic sign-outs
You also decide how fast a new policy kicks in (right away, or the next time someone logs in), so you can tighten security without catching your team off guard.
A full audit trail on every ticket
The ticket activity log tracks exactly what changed, who changed it, and when, on every ticket. It’s a running record your team can lean on to stay aligned and accountable, without having to reconstruct history from memory.
Encrypted field logs
For anything touching sensitive data, Desk365 keeps a detailed, encrypted log covering:
- Access to encrypted PII/PHI fields
- Changes to ticket fields, forms, and permissions
- Updates to automation and closure rules
- Imports, exports, and configuration changes
That gives admins a clear view of who touched sensitive data and when, without exposing the underlying data itself in the log.
Automatic data redaction
Desk365 automatically detects and masks sensitive details (email addresses, phone numbers, credit card numbers, social security numbers, and IP addresses) wherever they appear: ticket subjects, descriptions, replies, forwards, and internal notes. Agents keep working without interruption, while the sensitive data underneath stays hidden.
Together, this is what the promise behind SOC 2 Type 2 looks like in practice. You can see the full rundown on our helpdesk security page.
Start your secure collaboration journey with Desk365
At Desk365, we provide our clients with the best experience while prioritizing their trust and confidence. That’s why we go to great lengths to safeguard our clients’ data and protect their privacy. Â
The SOC 2 Type 2 compliance certificate we’ve obtained underscores our commitment to prioritizing the privacy and security of our customers. Â
Start a free trial with Desk365 today to experience top-notch customer service coupled with exceptional data security and privacy. If you have any questions, feel free to reach out to our support team at support@desk365.io.
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