Complying with Privacy and Data Protection Law in Zendesk Talk

This guide describes how certain features and functionality in Zendesk Talk can assist with your with your obligations under privacy law. Users in Zendesk Talk are managed in Zendesk Support.

To learn more about meeting your obligations in other Zendesk products, see Complying with Privacy and Data Protection Law in Zendesk products.

In this guide, users can be End-Users or Agents as the terms are defined in the Main Services Agreement.

Topics covered in this guide: 

• Meeting an access obligation
• Meeting a correction obligation
• Meeting an erasure obligation
• Meeting a data portability obligation
• Meeting an objection obligation
• Disclaimer

Meeting an access obligation

Individuals from certain regions have a right of access. On request, you may have an obligation to inform an end user or agent where their personal data is being held and for what purposes.

If an end user requests their personal data, you can export the data from Zendesk as described in Meeting the data portability obligation in the article for Zendesk Support.

Meeting a correction obligation

Individuals from certain regions have a right to rectification, or the right to have inaccuracies in their personal data corrected. On request, you may have an obligation to provide the individual with their personal data and fix inaccuracies or add missing information.

See Meeting the correction obligation in the article for Zendesk Support.

Meeting an erasure obligation

Individuals from certain regions have a right to erasure, or the right to be forgotten or deleted. On request, you may have an obligation to delete the personal data of an individual.

The workflow for deleting the personal data of an end user or agent is as follows:

1. Delete personal data from any Talk tickets.
2. Delete the end user or agent from Zendesk Support.

The order of operations is important because user data might be required to find the tickets containing personal data.

To delete personal data from tickets

Personal data may be contained in Talk tickets in Zendesk Support. To delete personal data in tickets, see Meeting the erasure obligation in the article for Zendesk Support.

Personal data may also be contained in the call recordings of Talk tickets. See the following topics in this guide:

• Deleting call recordings
• Getting an audit log of deleted call recordings

To delete the end user or agent

After deleting personal data from any tickets, you can delete the end user or agent as described in Meeting the erasure obligation in the article for Zendesk Support.

When an end user is deleted in Zendesk Support, the user's phone number is scrubbed from the Call History page, the Text History page, the Call History csv file, and the Call Monitoring csv file. Recordings and personal data are also scrubbed from Zendesk Talk’s service provider, Twilio.

The end user's associated personal data is also removed from Insights. Phone numbers still exist in Insights in the following two scenarios:

• Calls routed to an external number through an IVR menu option
• Calls transferred to an external number

In both scenarios, the phone numbers are not associated to an end-user profile.

Not all personal data is scrubbed if an end user is on a call when you delete the end user. Make sure the user has ended any call before deleting them.

Deleting call recordings

An administrator can manually delete call recordings from tickets. You can also configure Zendesk Talk to automatically delete live call recordings or voicemails after a certain amount of time. A third option is to delete the tickets containing the call recordings.

To manually delete a call recording from a ticket

1. In Zendesk Support, select the ticket with the recording.
2. Next to the recording, click delete recording.

   

   Important: Once deleted, the recording will be permanently removed from the ticket and cannot be recovered. The deletion will not be noted in the ticket events log.
3. Click OK.

To automatically delete call recordings after an interval

1. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.
2. Select the Lines tab.
3. Click the line you want to automatically delete recordings for.
4. In the Call recording tab, select a timeframe for live call recordings in the Automatic deletion field.
5. Click Save changes.

To delete tickets containing the call recordings

Permanently delete the ticket as described in Meeting the erasure obligation in the article for Zendesk Support.

When you permanently delete a ticket in Zendesk Support, any call recording is also deleted. The recording is soft deleted at first, then hard deleted automatically 7 days later. The call recordings are also deleted from Zendesk Talk’s service provider, Twilio.

Getting an audit log of deleted call recordings

Viewing who deleted a call recording

Note: The audit log is only available with Enterprise and Enterprise Plus plans.

• In Admin Center, click the Account icon () in the sidebar, then select Audit log > Audit log.

A deleted call recording appears as a separate entry with the name of the admin who deleted the recording and the ID of the ticket to which the recording was associated.

The audit log looks as follows when a call recording was deleted as part of the ticket being deleted:

Meeting a data portability obligation

Individuals from certain regions have a right to data portability. On request, you may have an obligation to provide an individual with their personal data or to transmit the data to another organization.

To export an agent's or end user's personal data, see Meeting the data portability obligationMeeting the data portability obligation in the article for Zendesk Support.

You can also export the account's call history or monitoring history (Professional and above) as a CSV file. See the following topics in this guide:

• Exporting the call history
• Exporting the monitoring history

Exporting the call history

Note: If you delete an end user or agent, the personal data associated with that user won't be available in the exported call history. Only the record of the call will remain.

To export the call history

1. Sign in to Zendesk Support as an admin.
2. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.
3. Select the History tab.
4. Specify a date range. The current month is chosen by default.
5. Click Export CSV.
6. Check your email for a link to download the CSV file.

Exporting the monitoring history

Note: If you delete an end user or agent, the personal data associated with that user won't be available in the exported monitoring history. Only the record of the call will remain.

This feature is only available on Professional and above.

To export the monitoring history

1. Sign in to Zendesk Support as an admin.
2. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.
3. Select the History tab.
4. Specify a date range.
5. Click Export Monitoring CSV.
6. Check your email for a link to download the CSV file.

Meeting an objection obligation

Individuals from certain regions have a right of objection, or the right to object to direct marketing. You may have an obligation to stop processing personal data for direct marketing purposes when you receive an objection from an individual.

Disclaimer

This document is for informational purposes only and does not constitute legal advice. Readers should always seek legal advice before taking any action with respect to the matters discussed herein.