GDPR - Ticket deletion best practice?

8 Kommentare

  • Nicole S.
    Zendesk Community Team

    Hey Andy - 

    We shared your question in this week's Zendesk Community Digest, so hopefully that will give it some additional visibility and some other users will chime in soon!

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  • Lauren Williams

    Hi, were there any further comments around this. I'd be keen to hear what other users are doing too. Thanks

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  • Chris Bulin
    Community Moderator

    Hi Andy R we use the Redaction Application in Zendesk to remove the user's PII from tickets, and then after the tickets close (1 hr for any GDPR tagged ticket) we delete the user profile as well. In Explore they show up as Permanently Deleted. 

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  • Andy R

    Thanks Chris Bulin. What do you do about tickets that are already closed?

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  • Kay
    Community Moderator

    Hi Andy, tickets that are closed cannot be altered at the moment. The only option for that is to delete the ticket.
    Right now you need to make sure that all the PII data is removed before the ticket reaches the closed state.

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  • Andy R

    Right Kay - so are customers of Zendesk actually deleting tickets to comply with GDPR? What then about all the historic data that will be lost which is needed for statistical purposes? Are customers exporting data and using 3rd party tools for analytics and BI?

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  • Kay
    Community Moderator

    To give a bit of background. We (as a Zendesk Partner) have implemented GDPR policies for Zendesk products for over 70 customers in the EU last year.

    Yes, all of them are deleting the data automatically after 2 or 3 years. Which covers their GDPR needs, as their Privacy Statements en ToSs support the reason why they are keeping the data until then.

    Compliancy (and fines) outweighs the fear of having all the data at hand all the time.
    There were only 3 customers that needed to have ticket volume trends over the years, so they exported that to a csv file once a year.

    That being said pragmatically, it's definitely something that I would love to see a more granular approach for in all Zendesk products :)

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  • Andy R

    Kay thank you so much for that insight, that is very much what we are looking for. Zendesk has informed me that they are working on a service for amending closed tickets but it does not include the option for deleting conversation history.

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