GDPR - Automatically deleting old tickets via the automation feature

完了

投稿日時：2018年4月13日

We're in the middle of our work to comply with the new GDPR (General Data Protection Regulation) policy which will "go live" on may 25:th (2018) in the EU. GDPR states that no company may save the personal information of their customer longer than needed, how long this period of time is may vary depending on why the information is kept but can as far as I know not be indefinite.

Personal information can e.g be an email address or an email signature with a phonenumber or an address to the person sending the email and since we never know what information is in each ticket without manually going thru every ticket we'll have to delete them.

As of now there is, as far as I know, no simple solution to do this in Zendesk without using the API or "hacking" your way around it using the method described here -> https://support.zendesk.com/hc/en-us/community/posts/203723688-Auto-Delete-a-Ticket-with-a-Trigger

What we need is a way to create a simple automation where you can say "tickets with status *insert status here* should be deleted after *insert number of months/years* year(s)".

This would give everyone an easy way to follow GDPR fairly easy imo.

30件のコメント

日付

新しい順

公式

Mary O'Neill

Zendesk Product Manager

2024年3月15日

Hi all,

We have released a feature for deleting tickets on a schedule. For more, please see Creating ticket deletion schedules for data retention policies.

公式

Mary O'Neill

2024年3月15日

Hi all,

We have released a feature for deleting tickets on a schedule. For more, please see Creating ticket deletion schedules for data retention policies.

Bradley Lowes

2023年3月29日

5 Years since this post was created and we still do not have this functionality native to Zendesk. This lack of attention to something as important as GDPR is incredibly disappointing. Please provide us all with a roadmap. These features are considerably more important than what I currently see on the roadmap.

Stephanie Schober

2023年1月31日

We just established the GDPR process in our company but the missing feature for deleting tickets (and users) after 3 years really is a pain point. Please do something about it thanks :)

Automate My Store

2022年10月19日

Hi Daan V,

I totally understand your point of view. Thanks for the feedback though!

Daan V

2022年10月19日

Hi, thanks for building an app for it. I appreciate the effort. However, I see that it would cost us $48.95 per month after the trial period.

It really is Zendesk's responsibility to allow us to be able to comply with GDPR. This should be functionality that's included in our Zendesk subscription. I refuse to pay extra (and to a third party even) for this external solution to a problem that Zendesk created.

Kind regards, Daan

Automate My Store

2022年10月19日

Hi Emelie Ivarsson, Christopher Rehn, Jan Hansen, Caspar Hardholt, Daniel Petersson, Marrit, Kasper Nielsen, Claire Garrett, ROUACH Noémie, Terry Knox, Lucas, David Pitt & Daan V

since we are also operating multiple online shops in the EU, we were also in desperate need of this feature.

We now created an app for us to solve this problem. The app automatically deletes tickets that were last updated more than X months (the period you set). It runs in the background automatically and reliably – so you do not need to interact manually
The app is a real-time-saver. It saved us multiple weeks of work!

Feel free to try it: https://www.zendesk.com/marketplace/apps/support/482953/gdpr-tickets-and-users-auto-deletion/

And let me know what you think or if you have any suggestions to improve it!

Daan V

2022年8月17日

Dear Nicole or other Zendesk reps,

Do you have any update on this issue? This kind of functionality should be available, knowing that GDPR requires data controllers to remove data from time to time. GDPR has been around since May 2018.

Thanks.