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

This article describes how certain features and functionality in Zendesk WFM (Tymeshift) can assist with your obligations under privacy law.

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

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 individual requests a copy of their personal data, you can export the data from Zendesk WFM (Tymeshift) as described in Meeting a data portability obligation in this article.

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.

To meet the correction obligation, you may contact Zendesk customer 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.

To request the deletion of an active user’s data, you may contact Zendesk customer 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.

Agent data within Zendesk WFM (Tymeshift) can be exported to CSV files. Export of agent schedule is described here. Agent lists, which contain Agent ID, Name, Email, and Zendesk Role, can be exported as described here. System reports (see here) and custom reports (see here) can be generated and exported to reflect agent attendance and productivity metrics.

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.

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.