{"id":74514,"date":"2025-10-07T11:24:32","date_gmt":"2025-10-07T10:24:32","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74514"},"modified":"2025-10-19T10:03:46","modified_gmt":"2025-10-19T09:03:46","slug":"discord-joins-list-of-companies-hit-by-crm-breaches-after-attack-on-its-zendesk-implementation","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/discord-joins-list-of-companies-hit-by-crm-breaches-after-attack-on-its-zendesk-implementation\/","title":{"rendered":"Discord Joins List of Companies Hit by CRM Breaches After Attack on Its Zendesk Implementation"},"content":{"rendered":"<p><span data-contrast=\"auto\">Discord has confirmed a <\/span><span data-contrast=\"none\">significant security breach of<\/span><span data-contrast=\"auto\">\u00a0its third-party customer service platform.<\/span><\/p>\n<p><span data-contrast=\"auto\">That platform was Zendesk, according to security researchers, cited by Cyber Kendra. <\/span><\/p>\n<p><span data-contrast=\"auto\">The breach follows a spate of breaches across many competitive CRM and helpdesk systems, with social engineering still the most common means of poaching customer information. Yet, many other types of attack are emerging.\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In <a href=\"https:\/\/discord.com\/press-releases\/update-on-security-incident-involving-third-party-customer-service\" target=\"_blank\" rel=\"noopener\">a blog post divulging the attack<\/a>, Discord shared more details. It noted:\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">The unauthorized party&#8230; gained access to information from a limited number of users who had contacted Discord through our Customer Support and\/or Trust &amp; Safety teams.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">Discord also suggested the attackers were targeting their third-party customer support servers to &#8220;<\/span><span data-contrast=\"auto\">extort a financial ransom from Discord&#8221;<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In an email to the affected users, Discord notified its users that personal information was released in the attack, including:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li>Name, Discord username, email and other contact details if provided to Discord customer support<\/li>\n<li>Limited billing information such as payment type, the last four digits of your credit card, and purchase history if associated with your account<\/li>\n<li>IP addresses<\/li>\n<li>Messages with our customer service agents<\/li>\n<li>Limited corporate data (training materials, internal presentations)<\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">A small number of government-issued ID images were also swept up in the process, increasing the danger of identity theft.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>However, <span data-contrast=\"auto\">Discord has emphasized that data such as f<\/span><span data-contrast=\"none\">ull credit card numbers or CCV codes, messages beyond discussions with customer support, or passwords were not involved in the cyberattacks.<\/span><\/p>\n<p><span data-contrast=\"none\">Additionally, the company says it has notified the relevant data protection authorities and is proactively working with law enforcement to investigate the attacks, reviewing its threat detection and security systems, as well as continuing to audit its third-party systems.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Discord has also warned the affected users to be aware of any suspicious messages or communications, deploying more service agents to handle any additional support or queries.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p>Across social media, many industry commentators have weighed in on the breach.<\/p>\n<p><span data-contrast=\"none\">One account on LinkedIn said, &#8220;When [a] data breach happens, it will be your company name on the news headlines&#8230; not the name of the third-party provider.&#8221;<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Another said, &#8220;We can no longer afford a reactive approach to cybersecurity.&#8221;<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<p>Meanwhile, <strong>Baker Johnson, Chief Business Officer at UJET<\/strong>, told CX Today: &#8220;This isn&#8217;t just a data breach; it&#8217;s a fundamental break in the customer relationship. When a customer reaches out for help, it\u2019s a relational moment.<\/p>\n<blockquote><p>A security failure like this turns that moment of trust into a broken, dangerous transaction.<\/p><\/blockquote>\n<h2>More Attacks on CRM Systems<\/h2>\n<p><span data-contrast=\"none\">The Discord attack is the latest in a long line of data breaches on CRM systems.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">In September, Salesforce made headlines after <\/span><a href=\"https:\/\/www.cxtoday.com\/crm\/the-fbi-warns-salesforce-customers-of-increasing-cyber-attacks\/\"><span data-contrast=\"none\">the FBI released an alert<\/span><\/a><span data-contrast=\"none\"> warning the public of cybercriminal attacks on\u00a0Salesforce\u2019s platforms, following a string of its <\/span><span data-contrast=\"none\">customers\u2019 announcements of data breaches and stolen information<\/span><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Earlier in the month, <\/span><a href=\"https:\/\/www.cxtoday.com\/conversational-ai\/the-salesloft-drift-chatbot-is-set-to-go-offline-after-customers-suffer-big-breaches\/\"><span data-contrast=\"none\">SalesLoft\u2019s Drift Bot was also temporarily shut down<\/span><\/a><span data-contrast=\"none\"> due to an issue that allowed attackers to backdoor their way into Salesforce records.\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Meanwhile, only last week, <\/span><a href=\"https:\/\/www.cxtoday.com\/crm\/harrods-customers-targeted-after-cyber-attack-on-third-party-vendor\/\"><span data-contrast=\"none\">the luxury department store, Harrods, released a statement<\/span><\/a><span data-contrast=\"none\"> confirming almost half a million customer records were affected by an attack on an unnamed third-party customer service software provider.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Discord has confirmed a significant security breach of\u00a0its third-party customer service platform. That platform was Zendesk, according to security researchers, cited by Cyber Kendra. The breach follows a spate of breaches across many competitive CRM and helpdesk systems, with social engineering still the most common means of poaching customer information. Yet, many other types of [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":74517,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014,62065],"class_list":["post-74514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","category-security-privacy-compliance","tag-crm","tag-security-and-compliance","brands_to_track-discord","brands_to_track-zendesk","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Discord Joins List of Companies Hit by CRM Breaches After Attack on Its Zendesk Implementation - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CRM &amp; Customer Data Management news including CRM, Security and Compliance and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/crm\/discord-joins-list-of-companies-hit-by-crm-breaches-after-attack-on-its-zendesk-implementation\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Discord Joins List of Companies Hit by CRM Breaches After Attack on Its Zendesk Implementation\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CRM &amp; 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