ZD admin, workflow/automation focus. Frequent ZD API user and explorer of edge cases.
Matt Savage commented,
Hey Dominic, this is an interesting implementation. We've got multiple instances running, too, and we're implementing some limited instances of ticket sharing. Couple questions about your config:...
Matt Savage commented,
(edit: 2018-05-18 13:44 - post is pending approval still- check later if you don't see it yet)Since it's relevant to the points above, I'm cross-posting my best attempt at enacting a deletion/reten...
Matt Savage commented,
@Jesper - I've mentioned the need for automated retention/deletion policies in another post about GDPR tooling. If automations could run on closed/archived tickets, any admin could set a basic rul...
Matt Savage commented,
Good point, Amanda. The event log data should be included in the redact everything that's not explicitly retained default behavior.
Matt Savage commented,
Honestly, it could be almost any field, description, comment, or attachment. Anything where text can be entered (i.e. not a dropdown field or checkbox) is a potential area that may contain some so...
Matt Savage commented,
Jessie - I was referring to this point in the original post: Tickets in solved status, that are not closed by a trigger or automation, are automatically closed after 28 days, regardless of whether...
Matt Savage commented,
Haha, thanks for the compliments Stephen & Dan. I posted this because I expected many other Zendesk customers were experiencing similar limitations with managing data effectively. Maintaining...
Matt Savage commented,
A number of people have already commented on this, but with GDPR retention/deletion/etc. it would be nice to revisit this idea again. Ideally, admins could set the solved --> closed timeline vi...
Matt Savage created a post,
There have been a number of prior community posts around GDPR topics, including: https://support.zendesk.com/hc/en-us/community/posts/360000867987-GDPR-redaction-on-closed-tickets- https://suppo...
Matt Savage commented,
Also curious if collapsed apps will still run & affect system performance. Will they still churn in the background or lazy load on demand?