Complying with Privacy and Data Protection Law in Zendesk WFM (Tymeshift)

<p><span style="color: #464646;">This article describes how certain features and functionality in Zendesk WFM (Tymeshift) can assist with your obligations under privacy law.</span></p><p><span style="color: #464646;">To learn more about meeting your obligations in other Zendesk products, see </span><a href="https://support.zendesk.com/hc/en-us/articles/4408834005530"><span style="color: #1f73b7;">Complying with Privacy and Data Protection Law in Zendesk products</span></a><span style="color: #464646;">.</span></p><p><span style="color: #464646;">Topics covered in this article:</span></p><ul>
<li class="wysiwyg-list-color" data-list-item-id="e2b664866d400d26e7939379f92b1bf06" style="--wysiwyg-list-marker-color: #1f73b7;"><a href="#h_01HMSNJCMCA8XNV1RG405C1C8S"><span style="color: #1f73b7;">Meeting an access obligation</span></a></li>
<li class="wysiwyg-list-color" data-list-item-id="ef7fd4bb1379d23f6673cc4f6a587c0d1" style="--wysiwyg-list-marker-color: #1f73b7;"><a href="#h_01HMSNJCMCNNQ47WJ9CZ36QMWC"><span style="color: #1f73b7;">Meeting a correction obligation</span></a></li>
<li class="wysiwyg-list-color" data-list-item-id="e558ece855861eefedcf45b00c3092f8e" style="--wysiwyg-list-marker-color: #1f73b7;"><a href="#h_01HMSNJCMCJXEFYVXQCM0R5RQF"><span style="color: #1f73b7;">Meeting an erasure or deletion obligation</span></a></li>
<li class="wysiwyg-list-color" data-list-item-id="e2dfa8e5c96335a4a744eba5283f7a97d" style="--wysiwyg-list-marker-color: #1f73b7;"><a href="#h_01HMSNJCMCYGQNWH34MS9E1TW3"><span style="color: #1f73b7;">Meeting a data portability obligation</span></a></li>
<li class="wysiwyg-list-color" data-list-item-id="ed09dae533140624154fb707ec9fa3cf7" style="--wysiwyg-list-marker-color: #1f73b7;"><a href="#h_01HMSNJCMCNYZXCXSWZ2V8ZDF6"><span style="color: #1f73b7;">Meeting an objection obligation</span></a></li>
<li class="wysiwyg-list-color" data-list-item-id="eb281a6b0a152159461e9c1ccbbe9e3e6" style="--wysiwyg-list-marker-color: #1f73b7;"><a href="#h_01HMSNJCMCRX7KPQ76GMWZA2AV"><span style="color: #1f73b7;">Disclaimer</span></a></li>
</ul><h2 id="h_01HMSNJCMCA8XNV1RG405C1C8S"><span style="color: #06363c;">Meeting an access obligation</span></h2><p><span style="color: #464646;">Individuals from certain regions have a <em>right of access</em>. On request, you may have an obligation to inform a user where their personal data is being held and for what purposes.</span></p><p><span style="color: #464646;">If an individual requests a copy of their personal data, you can export the data from Zendesk WFM (Tymeshift) as described in </span><a href="#h_01HMSNJCMCYGQNWH34MS9E1TW3"><span style="color: #1f73b7;">Meeting a data portability obligation</span></a><span style="color: #464646;"> in this article.</span></p><h2 id="h_01HMSNJCMCNNQ47WJ9CZ36QMWC"><span style="color: #06363c;">Meeting a correction obligation</span></h2><p><span style="color: #464646;">Individuals from certain regions have a <em>right to rectification</em>, 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.</span></p><p><span style="color: #464646;">To meet the correction obligation, you may contact </span><a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span style="color: #1f73b7;">Zendesk customer support</span></a><span style="color: #464646;">.</span></p><h2 id="h_01HMSNJCMCJXEFYVXQCM0R5RQF"><span style="color: #06363c;">Meeting an erasure or deletion obligation</span></h2><p><span style="color: #464646;">Individuals from certain regions have a <em>right to erasure</em>, or the right to be forgotten or deleted. On request, you may have an obligation to delete the personal data of an individual.</span></p><p><span style="color: #464646;">To request the deletion of an active user’s data, you may contact </span><a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span style="color: #1f73b7;">Zendesk customer support</span></a><span style="color: #464646;">.</span></p><h2 id="h_01HMSNJCMCYGQNWH34MS9E1TW3"><span style="color: #06363c;">Meeting a data portability obligation</span></h2><p><span style="color: #464646;">Individuals from certain regions have a <em>right to data portability</em>. On request, you may have an obligation to provide an individual with their personal data or to transmit the data to another organization.</span></p><p><span style="color: #464646;">Agent data within Zendesk WFM (Tymeshift) can be exported to CSV files. Export of agent schedule is described </span><a href="https://support.zendesk.com/hc/en-us/articles/6443377641754-Importing-and-exporting-your-schedule"><span style="color: #1f73b7;">here</span></a><span style="color: #464646;">. Agent lists, which contain </span><span style="background-color: #ffffff; color: #464646;">Agent ID, Name, Email, and Zendesk Role, can be exported as described </span><a href="https://support.zendesk.com/hc/en-us/articles/7446311222042"><span style="background-color: #ffffff; color: #1f73b7;">here</span></a><span style="background-color: #ffffff; color: #464646;">. System reports (see </span><a href="https://support.zendesk.com/hc/en-us/articles/6443363334810-About-system-report-templates"><span style="background-color: #ffffff; color: #1f73b7;">here</span></a><span style="background-color: #ffffff; color: #464646;">) and custom reports (see </span><a href="https://support.zendesk.com/hc/en-us/articles/6443331692698-About-custom-report-templates"><span style="background-color: #ffffff; color: #1f73b7;">here</span></a><span style="background-color: #ffffff; color: #464646;">) can be generated and exported to reflect agent attendance and productivity metrics.</span></p><h2 id="h_01HMSNJCMCNYZXCXSWZ2V8ZDF6"><span style="color: #06363c;">Meeting an objection obligation</span></h2><p><span style="color: #464646;">Individuals from certain regions have a <em>right of objection</em>, 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.</span></p><p><span style="color: #464646;">Zendesk WFM (Tymeshift) does not offer direct marketing as a feature, therefore it is up to the business to be aware of how the end user information is being used.</span></p><h2 id="h_01HMSNJCMCRX7KPQ76GMWZA2AV"><span style="color: #06363c;">Disclaimer</span></h2><p><span style="color: #464646;">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.</span></p><script id="docs-schema-markup" type="application/ld+json">{
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