I can't deny the CC functionality of Zendesk is giving me problems for years now. On one hand I can't go without, on the other hand it's heavily flawed and that's actually a big euphemism.
People (our clients, their clients, my agents) expect CC to behave like it does in every e-mail client out there. They don't care Zendesk is a ticketing system. On their end they are just sending out an e-mail.
Well enough about that, because there are numerous, years old, topics about that on this forum.
What I wanted to point out is that since January the first of this year, there's a law in the Netherlands that forces companies to report any leaks of personal data to the authorities and the affected persons. They will then decide if you're liable and penalize you. If you fail to report you can get a fine up to €820.000. Note that this is a EU directive, so other European countries will also implement similar laws in the near future!
The Dutch jurist (Arnoud Engelfriet) specialized on this area noted that making mistakes with the CC functionality in e-mail, also counts as leaking of personal data. However, according to him; a human mistake would be forgivable, but when a company should know this could happen they would most likely be fined.
(Short article with sources (in Dutch) here: https://www.rendement.nl/nieuws/id17432-cc-in-plaats-van-bcc-geldt-ook-als-datalek.html)
I can give numerous cases (and I have done so the past few years) where Zendesk's CC functionality led to communication/information ending up with people where it didn't belong. Most of the times, because it doesn't work like an e-mailclient. Zendesk just notifies everybody on the CC in the ticket.
Besides the functionality that doesn't work as I desire and the people I work with expect, there have been some technical problems as well. Most harmful (ticket #1204421 for Zendesk employees) was a case where your Zendesk account could be used as relay for spam/phishing, because of a bug in the CC mechanism. I reported this in August 2015 and was fixed 2 months later. I don't think a problem of this magnitude (the risk of abuse might be low, but the impact would be major) should take 2 months to fix. I'm not satisfied by how Zendesk handled this problem.
In conclusion; as a Dutch company we are probably not allowed to use Zendesk's CC functionality or are at least liable when something goes wrong (and it will go wrong).
This makes me wonder if the CC functionality will every behave differently from how it does now? After years of complaints and promises I've seen little to no improvement. So I doubt it will ever change. Instead of another promise, I would rather hear a clear yes or no.
With kind regards,
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