Zendesk Data Privacy & Protection - Frequently asked questions
Frequently asked questions
What are the new features in Zendesk's Advanced Data Privacy and Protection package?
Zendesk's Advanced Data Privacy and Protection package introduces two new features: Access Log and Advanced Data Retention Policies. These features were launched in Q4 and are designed to enhance data privacy and protection for organizations. The…
Can agent access be restricted by role, group, or brand in Zendesk?
Yes, agent access can currently be restricted to tickets via groups and roles in Zendesk. This allows organizations to control which agents can view or edit certain tickets based on their assigned group or role. Zendesk is also working on a…
How can I restrict ticket access for specific organizations in Zendesk?
In Zendesk, you can restrict ticket access for specific organizations by using the condition builder with the 'is not' operator. This allows you to exclude tickets from certain organizations, ensuring that only a select group of agents can view or…
Why isn't the Advanced Data Privacy and Protection package included in Zendesk Suite Enterprise?
The Advanced Data Privacy and Protection package is not included in the Zendesk Suite Enterprise because it is a specialized add-on designed for businesses with specific data privacy and security needs. Suite Enterprise is a standard package that…
Is Zendesk's Advanced Data Privacy and Protection required for GDPR compliance?
No, Zendesk's Advanced Data Privacy and Protection is not required for GDPR compliance. Zendesk already supports GDPR compliance through its existing features. However, the new package offers tools that make compliance easier to manage, such as…
How does Zendesk manage data for GDPR compliance?
Zendesk manages data for GDPR compliance by supporting five primary obligations: data access, correction, erasure, portability, and objection. These obligations ensure that users can exercise their rights under GDPR seamlessly. Zendesk's tools and…
How do Zendesk's new offerings affect HIPAA-compliant accounts?
Zendesk's new offerings do not change existing HIPAA-compliant accounts. If you're already on a HIPAA-enabled service plan, your plan remains HIPAA-compliant. However, the new offerings provide additional control over data access and retention,…
Does deleting a ticket in Zendesk remove it from Explore?
Yes, deleting a ticket in Zendesk will remove it from Explore. Deleted tickets are excluded from most Explore reports by default, ensuring that only non-deleted tickets are visible in reports. However, for created tickets, the total count includes…
Can you redact old tickets in Zendesk instead of deleting them?
Yes, you can manually redact text and attachments from old tickets in Zendesk. This feature allows you to remove sensitive information without deleting the entire ticket. Zendesk is also working with its ML teams to develop automated ways of…
How can data retention policies help conserve closed tickets in Zendesk?
Data retention policies in Zendesk can help conserve closed tickets by allowing you to add tags or use requester conditions to identify tickets that need to be retained. These features are currently being developed and will be available soon. By…
How can I prevent unauthenticated users from viewing ticket attachments in Zendesk?
To prevent unauthenticated users from viewing ticket attachments in Zendesk, you can enable private attachments. This feature ensures that only signed-in agents and end users can view sensitive documents attached to tickets. End users must sign in…
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