How do we anonymize or delete PII and conversation history on CLOSED tickets?
Fun fact: You can't do it
I've been in touch with Zendesk and they confirm this problem. They are working on a pseudo solution which is in closed EAP at the moment and that feature will only be available for Enterprise customers.
So, how do we then comply with GDPR? Seems like the only way is to permanently delete the ticket from Zendesk which then means we loose key historic data.
What could we do? Well, we could export data from Zendesk into a data ware house and amend/anonymize PII there - but what is the point of Zendesk Explore then?
We're in a real struggle here and I would like to know how the community works around this issue otherwise Zendesk needs to open up and allow anonymization or deletion of conversation history and selected metadata on Closed tickets ASAP.
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