New Dutch law about data leaks and Zendesk's CC functionality

10 Comentários

  • Jessie Schutz
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    Hi Sebastiaan! Thank you so much for your post.

    I'm following up internally to see if there's any information on this that I can share with you. At the moment I'm not able to speak to what we might be doing in preparation for this legislation, but I'll see what I can find out and share what I can.

    Thanks again!

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  • Rosie
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    +1 for this. The cc functionality has gotten us in hot water various times with clients, its really ruining some relationships we have with clients. 

    Hopefully with this new legislation Zendesk will treat this issue as a priority over anything else, or I imagine a lot of companies will stop using and move back on to email.  

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  • Jessie Schutz
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    Hey Rosie!

    Thanks for adding your feedback to this. As I mentioned above, I've followed up internally and once we've done some information gathering we'll be coming back to follow-up with this thread. Stay tuned!

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  • Sebastiaan Wijchers
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    Hello Jessie,

    Any update on this?

    I don't want to repeat my discontent about the CC functionality in general, besides the new legislation. So I'll just quote my last part;

    This makes me wonder if the CC functionality will every behave differently from how it does now? After years of complaints and promises I've seen little to no improvement. So I doubt it will ever change. Instead of another promise, I would rather hear a clear yes or no.

    So what's Zendesk's statement on this? Is there actually something going to change? Just yes or no please. No more false promises or vague statements. I want to know what we're up to, so we can act on that.

    With kind regards,

    Sebastiaan

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  • Jessie Schutz
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    Hey Sebastiaan,

    I opened an internal ticket on this when you posted originally and it's currently with our Product Team. I just followed up on that ticket to see if there's any info available. I'll keep you posted!

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  • Max McCal
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    Hey, Sebastiaan - 

    We do indeed have plans to improve our CC behaviors. At this time we're investigating a number of issues we see with it (basic transparency of who's receiving emails, the siloing of different users into different messages, the lack of respect of people's expectations of how CC behaves), and getting a sense of how we would prefer to fix it. At the moment, I don't have a time frame for when these changes would happen, but I can give you a clear Yes that it will change.

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  • Joel Hellman
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    This is a major issue for us as well. Can we get an update on the progress? It's been a year now. Thanks.

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  • Jessie Schutz
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    Hey Joel,

    I just pinged Product again to see if there's any new info available. I'll let you know!

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  • Jake Holman
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    We've spent the past year doing two things relative to the concerns raised here.

    The first is exploring the varied and deep problems around our current implementation of CCs. Just like almost all development we do here, we like to make sure we have the holistic context so a lot of the research involved just generally how email is used by Zendesk customers and where the expectations are not being met.

    The second was formulating high level solutions to the problems found. CCs probably has the most complexity to them than anything else currently in our email channel - so this step is particularly lengthy. We're coming to the end of that right now.

    Next is the execution. This part involves essentially re-architecting our entire approach to CCs. The email channel still remains one of our heaviest used, it is mission-critical to many of our customers. Given this, we not only have to move very cautiously, but we have to be careful to get this right the first time. 

    We expect to have our solution completed this year. You can assume it's going to take us a number of months to get to the completed solution, from this point. We'll certainly be in touch when we have something functional to try out, which we anticipate will be a fairly lengthy beta testing period. 

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  • Joel Hellman
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    Thanks Jessie and Jake, for the update. I also got some information from PM Max McCal regarding your current work on CCs and related areas .

    I feel very positive from what I've seen on your new takes on CC that we have a great enhancement coming that will address many issues reported here and elsewhere, and we look forward to it with anticipation. It will be an exciting year!

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