GDPR - Automatically deleting old tickets via the automation feature

14 Comments

  • Christopher Rehn
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    This is certainly a valid function. As it stands, we've come to the conclusion that any customer data older than X years is unnecessary for us. We would like that data to automatically be deleted after a defined time period.

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  • Nicole - Community Manager
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    Thanks for the feedback, all. I've passed this along to the appropriate teams internally. 

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  • Jan Hansen
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    I assume this will soon become a requirement from every Zendesk customer in EU, so here's another vote on this function.

     

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  • Caspar Hardholt
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    As far as I can tell, you have three options:

    1. Manually delete archived tickets one by one, which will probably cost a tremendous amount of time,
    2. Develop something that deletes closed ticket through the API (a bumbling workaround), and
    3. Switch to another platform.

     

    Zendesk itself apply for the GDPR legislation (of course). In my honest opinion, Zendesk's clients are left alone in the dark.

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  • Daniel Petersson
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    We need this as well, our case is pretty much the same as mentioned.

    We have said that tickets with status: solved or closed older than X years is irrelevant and needs to be deleted.

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  • Daniel Petersson
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    I can add that we have 772 395 tickets in closed status, perhaps 20% of those tickets are subject to be deleted.
    To manually delete the ticks would take approx. 16 weeks for one person. 
    Anyone want some extra work? :-) 

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  • Marrit
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    I added my +1 as well for this functionality.

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  • Daniel Petersson
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    How have you (other customers) solved this issue to date?

    I contacted Zendesk (through a ticket) in an attempt to ask them to delete said tickets from their end but they refer to:

    "unfortunately for security reasons we are unable to delete tickets from your account on your behalf. You are able to delete tickets yourself in bunches of 30 via the UI and bunches of 100 via the API."

    But deleting tickets in bunches of 30 doesn't even work for closed tickets (unless I'm missing something), even if this also would be a really bad solution - it would at least be somewhat less time-consuming.

    As I see it right now the only solution is to write in our DPA that we will save tickets indefinitely until we have a solution as to how to delete them. Or build something with the API to fetch the tickets and them delete them in bunches of 100 through this solution:
    https://developer.zendesk.com/rest_api/docs/core/tickets#bulk-delete-tickets

    It's not optimal to force customers to use the API as the only way out however since it will most likely mean hiring someone (or use in house developers time) to build this.

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  • Kasper Nielsen
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    Yes! we need this as well.

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  • Chris Hutchinson
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    If anyone has a ruby on rails app with this issue, let me know and I can share the solution I ended up using. Won't work on anything built in other languages though, unfortunately.

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  • Brendan Farrar-Foley
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    We have built a GDPR Redaction app that helps remove all PII and customer data based on a ticket, a user, or an entire organization.  We built this custom for a few clients then made it available as a general app.  

    We don't have it based on an automation but would be willing to explore adding this feature.  We would probably do a periodic check based on ticket tags.  Please reach out regarding requirements and we can look at updating our app to accommodate.

    Find it in the Marketplace here:  https://www.zendesk.com/apps/support/gdpr-redaction-app/

    We have a couple of major international clients using the app and have also worked with Zendesk Services team on one of those implementations.  

    Please reach out to me with any questions.  gdpr@thoughtexhaust.com.  

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  • Nicole - Community Manager
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    Hi Tom -

    We've made the product team aware of the pain points and suggested solutions in this thread, however it is not something that they are currently working on. This means a solution may come at a later time, but we cannot commit to it at the moment.

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  • Claire Garrett
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    We need to retain data in Insights for reporting purposes and we keep coming across conflicting information relating to deleting tickets. Once minute we read the data will not be deleted and other times we read it will be deleted.

    We cannot lose historic data therefore deleting tickets is not an option for us.

    We are redacting personal information from each ticket once they are solved however this is very time consuming.

    Also, we cannot redact information on closed tickets ao although redacting is helping to a degree, it isn't the solution.

    What is everyone else doing to comply with GDPR when deleting is not an option.

    We haven't received any support from Zendesk - very poor to be honest.

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  • Brendan Farrar-Foley
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    @Claire

    We have built a GDPR app in the marketplace for this exact purpose.

    Find it in the Marketplace here:  https://www.zendesk.com/apps/support/gdpr-redaction-app/

    The app removes fields where the user has entered information and other custom fields specified.  In doing this it retains nearly all ticket information including dates and CSAT data.  

    The app works on closed tickets as well.  Please take a look at the page.  I'm happy to have a conversation directly about it.  We have many customers using the app successfully.  

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