Security Experts:

Zendesk Vulnerability Could Have Given Hackers Access to Customer Data

An SQL injection vulnerability in Zendesk Explore could have allowed a threat actor to leak Zendesk customer account information, data security firm Varonis reports.

Zendesk Explore is the analytics and reporting service of Zendesk, a popular customer support software-as-a-service solution.

According to Varonis, two vulnerabilities in Zendesk Explore could have allowed an attacker to access conversations, comments, email addresses, tickets, and other information stored in Zendesk accounts with Explore enabled.

The two issues, however, were reported to Zendesk and patched before they could have any impact on customer data.

“There is no evidence that any Zendesk Explore customer accounts were exploited, and Zendesk started working on a fix the same day it was reported. The company fixed multiple bugs in less than one workweek with zero customer action required,” Varonis reports.

An attacker looking to exploit these flaws would first need to register for the ticketing service of the intended victim’s Zendesk account, as an external user.

Successful exploitation, however, required Zendesk Explore to be enabled. By default, it is disabled, albeit being advertised as a requirement for analytics.

While analyzing Zendesk’s products, Varonis discovered that they use multiple GraphQL APIs, and that one of the object types in Zendesk Explore contained multiple nested encodings.

Further investigation revealed the presence of a plaintext XML document containing name attributes vulnerable to an SQL injection attack.

“We were able to extract the list of tables from Zendesk’s RDS instance and continue to exfiltrate all the information stored in the database, including email addresses of users, leads, and deals from the CRM, live agent conversations, tickets, help center articles, and more,” Varonis says.

Digging deeper, Varonis’ researchers discovered a logical access flaw that allowed them to “steal data from any table in the target Zendesk account’s RDS, no SQLi required.”

“Zendesk quickly resolved the issue and there is no longer this flaw in Explore. No action is needed from current customers,” Varonis concludes.

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