Complying with Privacy and Data Protection Law in Zendesk Contact Center

This guide describes how certain features and functionality in Zendesk Contact Center can assist with your obligations under privacy law. Users in Zendesk Contact Center are managed in Zendesk Support.

To learn more about meeting your obligations in other Zendesk products, see Complying with Privacy and Data Protection Law in Zendesk products.

In this article, users can be end users or agents as the terms are defined in the Zendesk Customer Agreement.

Topics covered in this article:

Meeting an access obligation

Meeting a correction obligation

Meeting an erasure or deletion obligation

Meeting a data portability obligation

Meeting an objection obligation

Disclaimer

Meeting an access obligation

Individuals from certain regions have a right of access. On request, you may have an obligation to inform a user where their personal data is being held and for what purposes.

If an end user requests a copy of their personal data, you can export the data from Zendesk as described in Meeting a data portability obligation in the article for Zendesk Support.

Meeting a correction obligation

Individuals from certain regions have a right to rectification, or the right to have inaccuracies in their personal data corrected. On request, you may have an obligation to provide the individual with their personal data and fix inaccuracies or add missing information.

See Meeting the correction obligation in the article for Zendesk Support.

Meeting an erasure or deletion obligation

Individuals from certain regions have a right to erasure, or the right to be forgotten or deleted. On request, you may have an obligation to delete the personal data of an individual.

The workflow for deleting the personal data of an end user or agent is as follows:

Delete personal data from Zendesk Contact Center tickets, which is also known as the ticket conversation.

Delete the end user or agent from Zendesk Contact Center.

Delete personal data from call transcriptions.

The order of operations is important because user data might be required to find the tickets containing personal data. For detailed instructions, see Forgetting a user in Zendesk.

To delete personal data in ticket conversations

Personal data may be contained in Zendesk Contact Center tickets in Zendesk Support. To delete personal data in tickets, see Meeting the erasure obligation in the article for Zendesk Support.

To delete the end user or agent

After deleting personal data from any tickets, you can delete the end user or agent as described in Meeting the erasure obligation in the article for Zendesk Support.

To delete personal data from call transcriptions
Call transcriptions may include personal data. To delete personal data in call transcriptions, delete the ticket to which the transcription is attached. See Meeting the erasure obligation in the article for Zendesk Support.

Meeting a data portability obligation

Individuals from certain regions have a right to data portability. On request, you may have an obligation to provide an individual with their personal data or to transmit the data to another organization. To export an agent's or end user's personal data, see Meeting the data portability obligation in the article for Zendesk Support.

Meeting an objection obligation

Individuals from certain regions have a right of objection, or the right to object to direct marketing. You may have an obligation to stop processing personal data for direct marketing purposes when you receive an objection from an individual.

Disclaimer

This document is for informational purposes only and does not constitute legal advice. Readers should always seek legal advice before taking any action with respect to the matters discussed herein. This guide does not apply to third-party product features and functionalities that may integrate with Zendesk Contact Center.