Is Zendesk forcing us to choose between complying with GDPR or deleting key business data?

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  • Simon Lee
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    We delete the customer's account in Zendesk. I've been told that will remove their PII from the tickets.

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  • Andy R
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    Simon Lee if PII is present in the conversation history, how do you work around that?

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  • Simon Lee
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    We haven't formalised a process yet, but my thoughts are we'll either redact manually using the redact tool, or delete the entire conversation.

    Depends on how many interactions a user has had, if any PII is present or if we need to adhere to any regulatory/legal requirements.

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  • Andy R
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    Simon Lee You can't do that on Closed tickets though. Which is our exact problem.

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