This guide describes how certain features and functionality in Zendesk Explore can assist with your obligations under privacy law. The users in Explore are agents 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 article:
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.
Explore enables the analysis of product data such as tickets, calls, chats, articles, and more. Explore gets and stores this information for analytics purposes. The location of the data depends on the location of the Zendesk Support instance. For example, if the Support instance is located in the EU, the Explore data is stored in the EU.
Explore users are agents managed in Zendesk Support. If an agent requests their personal data, you can export the data from Zendesk as described in Meeting a 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.
Explore users are agents managed in Zendesk Support. See Meeting a correction obligation in the article for Zendesk Support.
The data that Explore stores for analytics purposes may contain personal data. Explore replicates this data from upstream products such as Support, Talk, Chat, or Guide. To correct the personal data, correct the information in the upstream products. See the article for each product for details. It takes up to 24 hours for visible data to be corrected in Explore, and 90 days for the cache to be corrected.
Meeting an erasure or deletion 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.
Explore users are agents managed in Zendesk Support. See Meeting an erasure or deletion obligation in the article for Zendesk Support. If you delete an agent account in Zendesk Support, the agent's personal data is removed but the agent's artefacts (queries, dashboards, etc.) are kept. The intention is not to lose valuable work done.
The data that Explore stores for analytics purposes may contain personal data. Explore replicates this data from upstream products such as Support, Talk, Chat, or Guide. To delete the personal data, delete the information in the upstream products. See the article for each product for details. It takes up to 24 hours for visible data to be corrected in Explore, and 90 days for the cache to be corrected.
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.
Explore users are agents managed in Zendesk Support. See Meeting a data portability obligation in the article for Zendesk Support.
The data that Explore stores for analytics purposes may contain personal data. Explore replicates this data from upstream products such as Support, Talk, Chat, or Guide. To export the personal data, export the information in the upstream products. See the article for each product for details.
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.