Complying with Privacy and Data Protection Law in Zendesk Contact Center

<div class="body">
<p class="p">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.</p>
<p class="p">To learn more about meeting your obligations in other Zendesk products, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834005530" target="_blank">Complying with Privacy and Data Protection Law in Zendesk
products</a>.</p>
<p class="p">In this article, <em class="ph i">users</em> can be end users or agents as the terms are defined in the
<a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank">Zendesk Customer Agreement</a>.</p>
<p class="p">Topics covered in this article: </p>
<ul class="ul" id="gdpr_contact_center__ul_zcx_knz_rbc">
<li class="li"><a class="xref" href="#topic_fyc_cnz_rbc">Meeting an access obligation</a></li>
<li class="li"><a class="xref" href="#topic_fsl_dnz_rbc">Meeting a correction obligation</a></li>
<li class="li"><a class="xref" href="#topic_ycf_gnz_rbc">Meeting an erasure or deletion obligation</a></li>
<li class="li"><a class="xref" href="#topic_i2k_hnz_rbc">Meeting a data portability obligation</a></li>
<li class="li"><a class="xref" href="#topic_anc_jnz_rbc">Meeting an objection obligation</a></li>
<li class="li"><a class="xref" href="#topic_kc3_knz_rbc">Disclaimer</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fyc_cnz_rbc">
<h2 class="title topictitle2" id="ariaid-title2">Meeting an access obligation</h2>
<div class="body">
<p class="p">Individuals from certain regions have a <em class="ph i">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.</p>
<p class="p">If an end user requests a copy of their personal data, you can export the data from
Zendesk as described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823195930#topic_ekz_13k_gs" target="_blank">Meeting a data portability obligation</a> in
the article for Zendesk Support.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fsl_dnz_rbc">
<h2 class="title topictitle2" id="ariaid-title3">Meeting a correction obligation</h2>
<div class="body">
<p class="p">Individuals from certain regions have a <em class="ph i">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.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823195930#topic_ezm_pcv_4v" target="_blank">Meeting the correction obligation</a> in the
article for Zendesk Support.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ycf_gnz_rbc">
<h2 class="title topictitle2" id="ariaid-title4">Meeting an erasure or deletion obligation</h2>
<div class="body">
<div class="p">Individuals from certain regions have a <em class="ph i">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.<div class="div">
<p class="p">The workflow for deleting the personal data
of an end user or agent is as follows:</p>
<ol class="ol" id="topic_ycf_gnz_rbc__ol_cg3_xwt_dhc">
<li class="li">
<p class="p">Delete personal data from Zendesk Contact Center tickets,
which is also known as the ticket conversation.</p>
</li>
<li class="li">
<p class="p">Delete the end user or agent from Zendesk Contact
Center.</p>
</li>
<li class="li">
<p class="p">Delete personal data from call transcriptions.</p>
</li>
</ol>
<p class="p">The order of operations is important because user data might
be required to find the tickets containing personal data. For detailed
instructions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845703194" target="_blank">Forgetting a user in
Zendesk</a>.</p>
<p class="p"><strong class="ph b">To delete personal data in ticket
conversations</strong></p>
<p class="p">Personal data may be contained in
Zendesk Contact Center tickets in Zendesk Support. To delete personal data
in tickets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823195930#topic_p3p_zhk_gs" target="_blank">Meeting the erasure obligation</a> in
the article for Zendesk Support.</p>
<p class="p"><strong class="ph b">To delete the end user
or agent</strong></p>
<p class="p">After deleting personal data from any
tickets, you can delete the end user or agent as described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823195930#topic_p3p_zhk_gs" target="_blank">Meeting the erasure obligation</a> in
the article for Zendesk Support.</p>
<p class="p"><strong class="ph b">To delete personal data
from call transcriptions</strong></p>
Call transcriptions may include personal
data. To delete personal data in call transcriptions, delete the ticket to which
the transcription is attached. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823195930#topic_p3p_zhk_gs" target="_blank">Meeting the erasure obligation</a> in the
article for Zendesk Support.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_i2k_hnz_rbc">
<h2 class="title topictitle2" id="ariaid-title5">Meeting a data portability obligation</h2>
<div class="body">
<p class="p">Individuals from certain regions have a <em class="ph i">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. To export an agent's or end user's
personal data, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823195930#topic_ekz_13k_gs" target="_blank">Meeting the data portability obligation</a> in
the article for Zendesk Support.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_anc_jnz_rbc">
<h2 class="title topictitle2" id="ariaid-title6">Meeting an objection obligation</h2>
<div class="body">
<p class="p">Individuals from certain regions have a <em class="ph i">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.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_kc3_knz_rbc">
<h2 class="title topictitle2" id="ariaid-title7">Disclaimer</h2>
<div class="body">
<p class="p">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.</p>
</div>
</div>
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