Daan V

Hi Mary,

Thanks for informing. I would like to receive more information, thanks.

Enabling your customer to comply with GDPR should be part of every plan. This is absurd.

Hi, thanks for building an app for it. I appreciate the effort. However, I see that it would cost us $48.95 per month after the trial period.

It really is Zendesk's responsibility to allow us to be able to comply with GDPR. This should be functionality that's included in our Zendesk subscription. I refuse to pay extra (and to a third party even) for this external solution to a problem that Zendesk created.

Kind regards, Daan

Dear Nicole or other Zendesk reps,

Do you have any update on this issue? This kind of functionality should be available, knowing that GDPR requires data controllers to remove data from time to time. GDPR has been around since May 2018.

Thanks.

Hi Max,

Do you have any update on this issue? This kind of functionality should be available, knowing that GDPR requires data controllers to remove data from time to time. GDPR has been around since May 2018.

Thanks.

Hi Amy, thanks for your quick reply. Unfortunately we have no way of checking that anymore, though we're convinced sending an email was not possible. The cc feature is not what I was referring to. However, we'll have to take your word for it :)

My suggestion still stands, though. Would it not be a good improvement to notify the agent that a public reply will not be sent to the user if no email is added to the end user?

Hi, we have encountered something in the new Agent Workspace that makes communication to end users prone to errors.

Situation that occured:

1. End user calls us (incoming voice call)
2. We reply internally several times, between agents
3. An agent posts a public reply and closes the ticket

The end user however, has no email listed. Zendesk lets you post the public reply, but this is - of course - not sent anywhere.

In the old agent workspace, if an end user had no email listed, it was not possible to send a public reply. Now, my agents are confused that they can write a public reply which ends up nowhere. Keep in mind that the only conversations we could've possibly had with this end user was through phone. That could be 1 ticket or a hundred and that's fine, but the agent should not be lured into replying by email if no email address has been added.

My proposal

Notify the agent that there is no email present, when the agent starts writing a public reply (or selecting the option). Blocking the public reply option altogether in this situation would also be an option.

Thanks!