Zendesk Assists Internet Archive in Securing Account After Cyber Breach

Zendesk, a leading customer service platform, has confirmed it worked with the Internet Archive to secure its account after a hacker gained access and exploited the organisation’s email system.

According to a Zendesk spokesperson, the breach occurred because the Internet Archive had failed to secure its authentication tokens, which enabled the hacker to maintain access. “There is no evidence of a compromise within Zendesk’s platform,” the spokesperson clarified. “We have collaborated with the Internet Archive to secure their account.”

Chris Freeland, Director of Library Services at the Internet Archive, addressed the situation on Monday, acknowledging the hacker’s actions. He revealed that the hacker had sent emails by exploiting a third-party helpdesk system, and reassured users that the organisation is bolstering its defences.

Freeland confirmed that the Internet Archive, known for services like the WayBack Machine, has made progress in restoring its services following multiple cybersecurity incidents. However, some services remain limited, with only read-only access available for now. Key functions such as uploading, borrowing, and interlibrary loans are still offline.

The hacker, in communication over the weekend, criticised the Internet Archive for not rotating exposed API keys in a timely manner, raising concerns about ongoing vulnerabilities. Freeland expressed gratitude to users for their patience, stating that efforts to strengthen security measures are ongoing.

This incident highlights the critical importance of securing authentication tokens and other credentials to prevent unauthorised access to sensitive systems.