GDPR and Zendesk Products - Frequently asked questions
Frequently asked questions
What personal data does the Zendesk Chat SDK collect?
The Zendesk Chat SDK only collects and transfers IDs and tokens, which do not contain any user information. This means that while using the Chat SDK, you can be assured that no personal user data is being collected or transferred. For more details,…
Can I customize the Zendesk Chat widget for GDPR compliance?
Yes, you can fully customize the Zendesk Chat widget using the Chat SDK to add additional disclaimers and support multiple languages. This allows you to include consent for cookies and personal data usage. However, partial customization from within…
How can I obtain end-user consent for cookies in Zendesk Chat?
To obtain end-user consent for cookies in Zendesk Chat, you can use the API functionality before initiating a chat. Additionally, you can add a checkbox to the Chat widget using the Chat SDK to obtain consent for personal data usage. Alternatively,…
How can I bulk delete chats in Zendesk?
You can bulk delete chats in Zendesk by navigating to History (Settings > Chat > Chat Dashboard > History > Actions > Delete) or by using the REST API. This feature allows you to manage and delete multiple chat records…
How long is personal data retained in Zendesk Chat?
Personal data in active Zendesk Chat accounts is retained until you choose to delete it. For cancelled or terminated accounts, data retention follows the Zendesk Data Deletion Policy, ensuring compliance with data protection…
Can I hide or redact IP addresses in Zendesk Chat?
No, the IP address is always captured for an end-user in Zendesk Chat. To remove an IP address, you must delete the relevant chat. This ensures that the IP address is no longer stored in your chat…
Can I display a GDPR consent banner in Zendesk Guide?
Yes, you can create custom banner notifications in Zendesk Guide to inform users about cookie use and obtain opt-in consent. This feature allows you to ensure compliance with GDPR by clearly communicating data usage policies to your…
Does Zendesk Talk track all agents who listen to a call?
Zendesk Talk does not track all agents who listen to a call, apart from the original agent in the recording. However, admins can export a log from the Talk history page that includes agents who have barged in on or listened to ongoing…
What information is collected by Zendesk Bots' autoreplies?
Zendesk Bots' autoreplies convert Help Center articles into vectors and store them in a database along with the article ID. This database is restricted to each account, ensuring that articles are not leaked between customers. Only articles…
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