FreshBooks secures sensitive customer data in Zendesk and builds client trust.
FreshBooks, a leading accounting software provider, serves small businesses with a mission to provide extraordinary experiences that help business owners grow. Tony Ho, Director of Support Operations and Technology, oversees the support technology stack — ensuring compliance, security, and seamless integration with other business systems.
Because SendSafely is so easy to use, I do not have to spend time deciding if a document attachment warrants secure document handling procedures. If a document contains any business-specific information, I send it with SendSafely by default.
Keep sensitive files out of the ticketing system without slowing support down.
FreshBooks needed a seamless way to secure sensitive customer data submitted to Zendesk, particularly for its Payroll, Bank Import, and Fraud/Risk teams. The Security and Compliance team mandated that sensitive files could not reside in Zendesk, where they would be exposed to all agents.
An additional layer of security and separation was required to limit access to the minimum number of agents necessary — without making the process harder. The solution had to be as easy as possible for both the support agent and the customer, and it had to stay within budget.
Least-privilege access for agents, a frictionless submission experience for less tech-savvy customers, and cost-efficient operations that met a fixed budget and an aggressive timeline.
Hosted Dropzone, embedded where agents already work
After evaluating various options, FreshBooks selected SendSafely’s Hosted Dropzone for its seamless Zendesk integration and ease of use for agents and customers alike.
- Use case 01Payroll Onboarding
FreshBooks needed to secure the collection and storage of sensitive payroll data gathered during initial setup and onboarding of new payroll customers. The Dropzone collects it without the data ever landing in the ticket.
- Use case 02Risk and Fraud
When automated Know Your Customer processes flag potential fraud, an agent steps in to manually collect identity documentation and verify the business. The Risk and Fraud team secured this fallback process with SendSafely.
- Use case 03Bank Import
Customer banking details required for bank imports get the same protection in Zendesk as payroll and identity documentation — collected securely, accessible only to the agents who need them.
- Use case 04Shared Access
Shared access lets different agents collaborate on the same case while maintaining security, so complex tickets are not blocked when a colleague is out of the office.
Faster support, stronger posture.
Agent Efficiency
Agents praised the simplicity of the integration; download notifications “feel like a cheat code” for fast, secure responses.
Customer Trust
Minimal friction when submitting sensitive documents: “It’s definitely helping us build that client and partner trust.”
Compliance
Sensitive data stays outside the ticketing system, aligning with FreshBooks security policy and financial data regulations.
“We had a very specific budget to get this out ASAP. And SendSafely was able to meet that need.”
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