Claire Garrett

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.

So frustrated that I cannot edit the dashboard. I have just integrated social media into Zendesk and would like the show the Channel on the dashboard so that my agents can clearly see when a social media ticket arrives. I can do this on all the Views I have set up but not on the most important area! Its imperative to deal with Facebook, Twitter etc immediately and by seeing the Channel would assist with this greatly, my agents could jump on that specific ticket ASAP. Please enable the dashboard to be edited. Crucial element required.