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Mary O'Neill

Joined Jun 29, 2022

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Last activity Jan 28, 2025

Zendesk Product Manager

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ACTIVITY OVERVIEW

Latest activity by Mary O'Neill

Mary O'Neill created an article,

ArticleAnnouncements
Announced on Rollout starts
January 28, 2025 January 28, 2025

Zendesk is excited to announce the addition of advanced encryption to the Advanced Data Privacy and Protection add-on (ADPP).

This announcement includes the following topics:

What is changing?

Advanced encryption provides an additional layer of security for personally identifiable information (PII) in Zendesk by giving you control over your encryption keys. Specifically, advanced encryption allows Zendesk customers to encrypt user fields, such as name, alias, and signature, across Support, Guide, Talk, and Admin Center with keys stored in your key management system (KMS). 

Advanced encryption is an enhancement to Zendesk's standard encryption, which encrypts service data using native Amazon Web Services (AWS) encryption. The standard encryption is applied to Zendesk's database and shared among all customer accounts. 

Why is Zendesk making this change?

Zendesk knows how important data privacy and protection is to our customers. This enhancement to the standard encryption already used by Zendesk provides the highest level of data protection by ensuring customers control their encryption keys. With this approach, data stored in Zendesk can’t be read in plain text by an external party and is decrypted just in time to enable the Zendesk Services.

What do I need to do?

This feature is available to all customers with the Advanced Data Privacy and Protection add-on. If you already have the ADPP add-on, you can turn on advanced encryption in Admin Center. 

If you don't have the ADPP add-on, see Buying the Advanced Data Privacy and Protection add-on or contact your Zendesk account representative.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jan 28, 2025 · Mary O'Neill

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Mary O'Neill commented,

CommentGlobal security and user access

Hi sakaguchi,

 

1. For user deletion schedules there is a min of 30 days from when the user was last active and a max of 100 years. 

Could you elaborate on what you mean by day counts?

 

2. No, users will not be deleted if their tickets aren't closed. All users displayed in the count / preview do not have open tickets. 

 

I hope that helps, let me know if you have further questions!

View comment · Posted Jan 24, 2025 · Mary O'Neill

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Mary O'Neill commented,

CommentGlobal security and user access

Hi Milena Rusanova,

Tickets and users are decoupled, if you delete a user but not the ticket the ticket will remain and vice versa. When you delete a user and view a ticket with a deleted user, the name will be replaced with “permanently deleted user” and no trace of the user's email, fields etc. will be visible.

To delete both users and tickets older than say 3 years, you will need to create a user deletion schedule and a separate ticket deletion schedule. 

 

I hope that helps, let me know if you have further questions!

View comment · Posted Jan 24, 2025 · Mary O'Neill

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Mary O'Neill created an article,

ArticleAnnouncements
Announced on Rollout starts Rollout ends
January 21, 2025 January 21, 2025 February 4, 2025

We’re excited to announce the release of deletion schedules for end-user deletion. This feature lets you automatically delete end users in bulk, helping you manage your data storage and comply with global privacy legislation such as GDPR and CPRA.

This announcement includes the following topics:

What's changing? 

Admins and agents in custom roles with permission can now create a deletion schedule to continuously search for and delete end users who haven’t been active with your company for a certain period of time.

For example, you can create end-user deletion schedules like these:

  • Delete end users that haven't been active in three years. This schedule will delete end users with no activity for three years based on their last ticket comment timestamp, a help center interaction, or login.
  • Delete end users that haven’t been active for three years except for those with the tag “legal-hold.” This schedule allows you to retain certain end users for a longer period of time.

Similar to ticket deletion schedules, there are advanced conditions for customers with the Advanced Data Privacy and Protection add-on

Why is Zendesk making this change?

Zendesk is committed to giving you control over your data, including deciding which data you keep and which data you delete.

What do I need to do?

No action is required. This feature is available now in your Zendesk account. For more information, see Creating end-user deletion schedules.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jan 21, 2025 · Mary O'Neill

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Mary O'Neill commented,

Community comment Feedback - Ticketing system (Support)

Hi Lars Ørnlo ,

 

120 days is the default time set for tickets to be archived. However, this can be reduced if you need to archive them sooner for deletion. 

 

Reach out to your Zendesk contact or raise a ticket and we'll modify that archive after time for you.

View comment · Posted Dec 09, 2024 · Mary O'Neill

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Mary O'Neill created an article,

ArticleAnnouncements
Announced on Rollout on
November 22, 2024 November 21, 2024

We’re excited to announce that all highlighted text from the redaction suggestions feature can now be redacted from an entire ticket at once.

This announcement answers the following questions:

What's changing?

Customers with the Advanced Data Privacy and Protection (ADPP) add-on can now redact all highlighted personally identifiable information (PII) on a ticket in one simple action.
Previously, redacting highlighted PII required manual action on each piece of text or ticket comment.

Why is Zendesk making this change?

We recognized the need to make the redaction process a more efficient and less time-consuming way to manage sensitive data. This new feature is designed to save you time and streamline your workflows, making it easier to maintain compliance and protect your customers' privacy.

You can still redact each piece of PII individually.

What do I need to do?

Customers with the ADPP add-on can use this feature straight away. See Redacting identified PII.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Nov 22, 2024 · Mary O'Neill

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Mary O'Neill commented,

Community comment Feedback - Ticketing system (Support)

Hi all, 

Thank you for taking the time to provide us with your feedback here. This feature request has been accepted and is on our roadmap for 2025. 

Per our Community Guidelines that we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. 

We are going to leave this post open for comment to allow others to provide their feedback and use cases. 

Thank you again for your feedback!

View comment · Posted Oct 11, 2024 · Mary O'Neill

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Mary O'Neill created an article,

ArticleAnnouncements
Announced on Rollout on
August 22, 2024 August 22, 2024

Zendesk has made it easier for customers without the Advanced Data Protection & Privacy add-on to delete tickets. When creating deletion schedules, you can now delete tickets based on a specific condition. For example, you can delete tickets that include or exclude a certain brand, group, or ticket tag.

For more information, see Creating deletion schedules for data retention policies.

This announcement includes the following topics:

What is changing?

Admins and agents in custom roles with permissions can now add one additional condition to the ticket deletion schedule workflow to segment their tickets. After specifying the Last updated criteria for deleting tickets, agents can click Add condition to add another condition.

Agents can choose one additional condition from the dropdown list: custom fields, brand, form, group, organization, requester, tags or type. They can then choose any of the given operators to include or exclude tickets with the criteria from being deleted with a deletion schedule.

In the example above, the deletion schedule will delete all tickets that have been closed and not updated for three years and do not contain the tags “retention” and “do-not-delete.”

The Advanced Data Privacy and Protection (ADPP) add-on is recommended when creating advanced data retention policies because it allows you to activate multiple deletion schedules. The add-on also lets you build multiple custom conditions for deleting tickets. See Creating multiple ticket deletion schedules for advanced data retention policies.

Why is Zendesk making this change?

Zendesk understands there are tickets you might need to keep from being deleted and this gives you flexibility to exclude certain tickets from deletion.

What do I need to do?

This feature is available in your account now; no action is required. You can go to Admin Center > Account > Security > Deletion schedules to create a ticket deletion schedule and add an additional condition.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Aug 22, 2024 · Mary O'Neill

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Mary O'Neill created an article,

ArticleAnnouncements
Announced on Rollout on
July 24, 2024 July 24, 2024

We’re excited to announce the Advanced Encryption early access program (EAP), which provides advanced encryption for user fields. This EAP, previously only available in sandbox accounts, is now also available in production accounts.

Advanced encryption provides an additional layer of security for personally identifiable information (PII) in Zendesk by giving you total control over your encryption keys, ensuring the highest level of data protection.

This announcement includes the following topics:

What's changing, and why?

The Advanced Encryption EAP enables you to encrypt user fields (name, alias, signature, details, notes) in Support, Guide, and Admin Center with the keys stored in your key management system (KMS). This ​​ ensures data stored in Zendesk can’t be read in plain text by an external party and is decrypted just in time to enable the Zendesk Services. This feature is available in production as well as sandbox accounts.

Advanced encryption is an enhancement to our standard encryption at Zendesk that encrypts service data using native Amazon Web Services (AWS) encryption, which is applied to our database and shared among all customer accounts.

What do I need to do?

To sign up to participate in the Advanced Encryption EAP, complete this form. While we cannot guarantee that everyone can join at this stage, we’ll do our best to support as many customers as possible.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jul 23, 2024 · Mary O'Neill

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Mary O'Neill commented,

Community comment Feedback - Ticketing system (Support)

Hi all,

Thank you for your feedback. I wanted to let you know that this feature request is on our roadmap, specific timelines around release are not yet finalized but please stay tuned for an update.
 

View comment · Posted Apr 23, 2024 · Mary O'Neill

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