Brendan

@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.  

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.  

@matt this is an amazing summary of needs around GDPR!  

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.  It doesn't accomplish all of the above, but it DOES solve the problem in the mean time.  

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.  

Hi @Nicole!

We have clients that use a setup with dozens of email channels.  Each of their customers has a specific email address they use to communicate, and therefore anyone using that email channel should be put into that customer organization.  This would allow bucketing of these customers regardless of whether they use their official company domain name or if they use their Gmail account when asking for help.

Another use case is for events.  If you setup an email channel for the January Club Meeting (making this up), then anyone associated could be put into an organization based on using that email address to send in a request. 

BUT, more important, why isn't it an option?  Zendesk shouldn't really be restricting how I can do things unless it is a problem that they are done that way.  Grouping users into organizations has no bearing on the ability to provide support, and doesn't make other options in Zendesk not function as expected, so why not make it available?  The level of effort to provide it is minimal.

This extends to other features like being able to check the Subject of an email for certain keywords.  Many of our clients used this option and their Triggers were rendered inoperable with no other option to accomplish the same thing.  Instead they have to build expensive and error prone scripts outside of Zendesk using the API to accomplish what should be simple and rule based within the interface.  

More importantly, why can you NOT do this? What is the reason Zendesk is restricting this access?  

There are an absurd number of places we must write, call, and host scripts because Zendesk doesn't have a basic option built in along side other basic options in Triggers and automations in particular.  

Actually, no.... we hadn't built it all yet bc of the complexity.  Just got off the call with the client and we changed direction and are doing one item per ticket now.  

Now have a different question:

A ticket is submitted including fields for Store Name, Phone Number, and Address.  When the requester submits, we will ask if they have another item to submit, and if so we'd like to take them to a new submission but copy over the Store Name, number, and address fields to be prepopulated.  I know we can probably do this with js, but is there a different way to do in Zendesk?  

@wes have the same problem.  Trying to display HR between sections on a submission form.  

The user choses how many items they have an issue with, then conditional fields displays a set of fields for each.  I.e., Choose number 1-10; then Display Fixture 1, Fixture 1 Issue, Fixture 2, Fixture 2 Issue, etc depending on the selection in number of fixtures.  

I'd like an HR between these sections, but ONLY when the fields are shown.