Overview
For more information on GDPR and Zendesk, see Europe General Data Protection Regulation (GDPR) on the Zendesk website.
This article includes the following topics:
Privacy policies and consent
This section covers questions about how to notify users about privacy policies.
Can I edit ticket forms to link to our privacy notice or policy?
Yes. When you create a field in a ticket form, like a checkbox, there is an End-user description field. You can add the link to the privacy notice directly in that field. The link will be active for the end user. See Managing your ticket forms.
Can I use Zendesk Support to contact my end users about GDPR?
Zendesk Support is not designed as an outbound email campaign provider. You may export user data and then use your email campaign service provider to contact them. Alternatively, you can use the Proactive Tickets app to contact your end users.
What are my GDPR consent obligations for data that I bring into Zendesk from third-party providers (for example, apps or Facebook)?
As the data controller, you are responsible for ensuring that you have the necessary consent from end users to process their information and share it with Zendesk.
Correcting personal data
This section covers questions about how to view and correct personal data in Zendesk Support.
How can I provide personal information collected by Zendesk to end users? How can I update this information?
- To update an end user's personal information, see Viewing a user's profile in Zendesk Support.
- To provide personal data to end users, manually copy the data from the user profile or see Exporting data.
- You can also use the Zendesk API to make updates.
Deleting information
This section covers questions about how to delete tickets, users, and brands in Zendesk Support.
How can I view and delete archived tickets? Can I set a retention period so that Zendesk automatically deletes older tickets? For example, after seven years?
Archived tickets don't appear in ticket views, but you can still access them in Zendesk Support. To delete archived tickets, create a deletion schedule that automatically deletes them after a specified period. Deletion schedules also allow you to set other criteria for deleting tickets, such as by organization or brand.
You can also use the Zendesk API to delete tickets. First, use the Incremental Exports API to export and query the desired tickets. Then, use the Bulk Delete Tickets API to delete the tickets.
I have multiple brands, and some end users interact with more than one. Can I delete the end user for just one of the brands?
No. Deleting an end user will delete the user across all brands.
If I delete an end user’s profile in Zendesk Support, does this completely delete all their information? Are there any further steps I need to take?
To ensure that all personal data for an end user is deleted:
- Delete all tickets associated with the user. See Deleting tickets.
- Permanently delete the user. See Deleting end users.
When I delete a user’s account details, does this delete any tickets they have submitted? Or do I have to delete the tickets separately?
Ticket deletion is separate from user deletion. First, delete all tickets associated with the user, then delete the user. If you delete the user first, finding tickets associated with the user will be difficult. See Deleting tickets and Deleting end users.
Only end users with active accounts can sign into our help center. If an end user with an inactive account still follows an article, they continue to get notifications. How can they unsubscribe from the notifications?
Contact Zendesk Customer Support for assistance.
Will permanent ticket deletion include deletion of the associated metadata?
Yes, permanent ticket deletion deletes all the data associated with the ticket.
I tried to comply with GDPR and delete a user. However, some of the user's data remains within the metadata of the Support UI. Can you explain?
If metadata remains after you permanently delete a user, make sure you’ve also deleted all tickets associated with the user. Zendesk recommends first deleting all tickets associated with the user and then deleting the user. See Deleting tickets and Deleting end users.
If I delete an admin user in Zendesk Support who has been assigned to open and closed tickets, what happens with those tickets?
The open tickets must be reassigned or closed before you can delete the user. See Forgetting a user in Zendesk.
How does follow-up and verification work for deleted users and tickets?
Related questions include:
- Will a follow-up to a deleted ticket create a new ticket?
- Will a follow-up from a deleted user create a new user?
- Will verification start over if the user is deleted?
The answer is yes to all three questions.
Data collection and portability
This section includes questions about data collection and portability.
How are longitude and latitude collected within Zendesk Support?
The location is based on the IP address of the user who updated the ticket.
How can I export user data?
- Can I export all the personal information of a user into JSON format?
- Can I export a file containing information about one specific end user?
- What are my options for exporting specific end-user data?
Data export is not turned on by default. Contact Zendesk Customer Support to activate it. Once activated, use one of the following methods to export user data:
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You can export user data from your account. Once you have exported the data, you can open the export file, filter for that specific user, and delete all other irrelevant user data.
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You can use the Search Users API and Users API to export individual user data in JSON format.
Can an end user see or download their email history?
Not in Zendesk Support. You can export the data associated with the user and send that information to them.
Redaction
This section includes questions about redacting personal data.
Can I redact personal data fields that are visible in Zendesk Support?
Use the built-in redaction functionality in the Zendesk Agent Workspace to redact sensitive information found in ticket comments and attachments.
If you have the Advanced Data Privacy and Protection add-on, the redaction suggestions feature automatically highlights certain types of personally identifiable information (PII) within a ticket for agents with appropriate permissions. Agents can then click the highlighted PII and quickly redact it.
If additional deletion is needed, you must delete tickets and users.
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