General Data Protection Regulation 2018 - the right to be forgotten

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55 Comentarios

  • Magnus Säll

    Hi there,

    I have been following this thread since one of your agents shared it with me
    I had a question about the european data center add on, and he told me to wait and keep my eyes on this thread.

    What i can see there is no change of data centers or how it handled in the documents above?
    For us that means that we have to first upgrade to a higher plan (to be able even to choose the data center option) and then add the data center option.

    That only, for us, will be a higher cost per month than we pay today for the whole system.
    I really hope i have understood something wrong?

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  • Helle Buhl

    Hi Magnus

    I'am affraid that you have understood this rigth. 

    It is very expensive to upgrade to the EU hosted version.

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  • Jessie Schutz
    Zendesk team member

    Hi Magnus and Helle!

    In case you haven't seen it already, we have some detailed information available for you in our EU Data Protection site. Hopefully that will answer some of your questions!

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  • David Wilkes

    When are we going to get some news about product features to help with GDPR.  Per previous posts in this thread, we need some new features to help manage content in tickets.

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  • Nicole S.
    Zendesk Community Team

    Hey David - 

    Those details are outlined on the EU Data Protection pages, in the section titled "Does Zendesk currently provide any product specific features/functionality in its Support product to assist us with our GDPR compliance program?"

    Additional updates will be added in March. 

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  • Helle Buhl

    Yesterday I was attending a webinar at Zendesk.

     

    I asked - I know that it was not on the agenda - but I asked about GDPR and when new features to help customers dealing with GDPR would be available.

    And as before - they are sending me a link to the Zendesk GDPR homepage. Not a lot of news their.

    My thought was - why use time for a lot of other new features when the most important new features should be GDPR features to help the customers?

     

    I'am looking forward to the Webinar where new GDPR features would be presented.

     

     

     

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  • Nicola Clark

    Hi

     

    We've just been discussing this with our Zendesk Account Manager.  Disappointingly the feature we need "Advanced security add-on" isn't being made available on our level of plan - we have to upgrade ours to be able to purchase this add-on.  Given this is a regulatory change, affecting all firms no matter what their size, can someone please explain to me why this isn't available to all packages?

     

    Thanks.

     

    Nicola

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  • Remco

    Well.. the law does not oblige Zendesk to put this functionality into all of their plans. They can decide what they want to do for themselves. Given the fact that this is a regulatory change does not automatically mean Zendesk needs to offer the functionality per default. For Zendesk this is also a chance to widen their business. Though I can symphatize your feelings and I do understand that it would be very nice to have it in all of the packages, because it suits us well..

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  • Helle Buhl

    I know - but Zendesk have promised us for a very long time that something would happen.

    Maybe we just assumed that "something" would be new usefull features.

     

    I can see that Nicole added a comment in February:  Additional updates will be added in March. 

     

    I just need to be patient - sorry.

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  • Jessie Schutz
    Zendesk team member

    Hey Helle!

    I know it's frustrating when something this important is coming up and you're not getting updates as fast as you'd like. We talked about the March updates in a meeting on Wednesday, so it's definitely on our radar and we'll be sure to update this thread once the updates are live. :)

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  • Dan Ross
    Community Moderator

    Hey Jessie,

     

    Any updates? March has come and gone and there's no mention of any new GDPR related functionality. Our own legal department is putting a lot of internal pressure on teams here to ensure that our primary vendors are GDPR compliant. 

    We also need time to adjust business rules and practices to adjust to any new features, with the deadline in less than 60 days, we're cutting it pretty close. 

    Is there any news on how Zendesk will allow us to meet the requirements of GDPR?

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  • Jessie Schutz
    Zendesk team member

    Hey Dan! Apologies for not updating this thread sooner!

    Our Legal team has been regularly updating our publicly available resources on how we're preparing for GDPR: EU Data Protection - GDPR. On that site you can click on each Zendesk product to see a list of features that are currently GDPR compliant.

    The page was just updated about a week ago, so it's definitely up to date. We will continue to update those lists as additional features are brought into compliance. 

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  • Brendan Farrar-Foley

    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.  

    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.  

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  • Brendan Farrar-Foley

    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 retains metadata on the ticket so that reporting still operates as intended.  

    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.  

    I am also eager to add features to the app to support additional use cases.  Please sign up for the app and get in contact so we can build out the features you need.  

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  • Barry Neary
    Zendesk Product Manager

    Hi All

    I am a product manager here at Zendesk and we are launching an EAP (beta) of a feature that will scrub PII data from closed tickets. If you are interested in learning more or being part of the trial, please leave a comment on this thread.

    Regards

    Barry

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  • Andrew Schreiner

    Hi Barry Neary, please include me in this. 

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  • Joel Hellman

    Barry Neary please add me to your list.

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  • Sebastiaan Wijchers
    Community Moderator

    Me too! :D

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  • Denise Götz

    Barry Neary I am also interested in this tool! 
    Thanks for adding me!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Denise Götz,

    This EAP is currently live, and you can still sign up for it today via the link below!

    Zendesk Support EAP - PII Data Deletion

    Best regards.

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  • Denise Götz

    Devan - Community Manager Thanks for the feedback. Unfortunately I can't access, the landing pages says:

    "You're not authorized to access this page" 

    Could you help?




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  • Barry Neary
    Zendesk Product Manager

    Hi Denise

    Unfortunately the EAP is only available for those customers on an Enterprise Support plan - I believe you are on a Professional plan.

    Regards

    Barry

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  • Denise Götz

    Barry Neary that's a pity, but thanks for letting me know.
    Do you plan to provide this tool also for professional-plans, after the trial?

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  • Barry Neary
    Zendesk Product Manager

    Hi Denise - its still to be decided. If it is made available I will let you know.....

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  • Dan Ross
    Community Moderator

    I very, very much hope this is made available to all plan tiers after EAP. Proper legal compliance with GDPR/CCPA should be a base tier feature not a paid add on.

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