Cannot delete personal data - GDPR

6 Comments

  • Kyle Jones
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    Hey there David,

    While Support does have quite a bit of knowledge regarding this issue, and I would love to assist you with this. I think your question might be better served by our Legal team! If you were to send over a request to privacy@zendesk.com they would be happy to assist you with your questions!

    They just are far more versed with the legality aspects behind this, and I do not want to provide you with incorrect information or steer you the wrong way.

     

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  • David Brohall
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    Thanks Kyle,

    Zendesk tech support confirmed that the PII is not deleted and there is obviously a defect in the system. It is currently under investigation by the zendesk engineers.

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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.  

    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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  • David Brohall
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    Thanks Brendan, but your tool would not be able to delete this data. I believe you can verify this yourself if you do an incremental export of permanently deleted tickets created 2016 or earlier.

    Not even Zendesk engineers have been able to delete these tickets in over one month time. The number of non-scrubbed permanently deleted tickets is increasing for every day...

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  • Brendan Farrar-Foley
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    Hi David,

    You're saying that when you delete a ticket in the interface it is not actually deleted when pulling via the API?  (Just clarifying).  

    If that's correct then you're right, we can't fix that.  The GDPR app we have built will delete the original ticket, however, if that ticket is persisting in the system I'm not sure what can be done.  

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  • David Brohall
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    Yes, that is totally correct. The ticket is not seen in the web/mobile app or when downloading all tickets via the API. You do only find the tickets when you export the archive from Zendesk. As the ticket "does not exist", you cannot do the permanently delete again.

    It seems to be more related to when the ticket is created than when the permanently delete is performed. We are daily permanently deleting tickets older than 2 years and those tickets are not scrubbed. If I create a ticket today and permanently delete this, the ticket will be scrubbed. I can today not say at what ticket creation time there is a change of behaviour.

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