Michael F

I was going to create a new thread but this post captures part of my requirement exactly and I would like to add my thoughts to it. 

If a customer terminates their contract with us, yes I can retain their data for a reasonable amount of time to protect the company against claims of negligence for example. However eventually this data will need to be removed from Zendesk. My issue, as confirmed by your Support team, is that by hard deleting tickets you're opening yourself up to inaccurate reporting through Insights. 

If I want to report on all of the tickets created 6 months ago but I've had to delete a bulk of them, then the only way to include them in the report is to add the filter that states to include deleted tickets. However, this includes all of the tickets that should never have been a ticket in the first place i.e. the ones that made it through your spam filters etc.

So now I'm stuck between a rock and a hard place, either way my reporting is now inaccurate. I'm missing tickets, or adding in ones that shouldn't be included, and this is just one example of the many frustrations that I have with GDPR and Zendesk's lack of support for it.

There has to be a way to obfuscate data! Our company is a supplier of case management software and we now scrub our DB of all information, but leave a marker behind for our reporting so that we can still accurately account for what cases went through our software.

I'm seriously surprised given the period of notice that everyone had that GDPR was coming, that a company as big as Zendesk has not adequately produced a set of tools available to it's user base to support the introduction of this law. 

My Support team will escalate tickets to Development. Dev are only interested in what the escalation note contains, not what responses go into the ticket in X number of days after being handed back to Support. I can't rely on people to remove CCs in 100% of cases so a remove CC trigger built to select which agents to remove in a given action would be awesome.