Legal Information and Resources
Click on the Zendesk products below to see the features and functionality available in each of Zendesk’s products that can support GDPR compliance.
Transparency and Accountability
Purpose of the GDPR Obligation |
Ensure transparent communication with data subjects regarding the processing of their personal data. Ensure data subjects are notified of their rights under the GDPR. |
Features/
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Zendesk’s Master Subscription Agreement, Privacy Policy, and supporting policies provide a transparent notice to inform its customers. In addition, Zendesk offers all three legal mechanisms for cross-border transfers of personal data from the EU, as detailed here. |
Exceptions to the GDPR Obligation |
A data controller is exempt from these obligations if it cannot identify which personal data in its possession relates to the relevant data subject (i.e., if personal data is anonymized and cannot be re-identified). |
Access and Rectification
Purpose of the GDPR Obligation |
Allow data subjects to require a data controller to rectify any errors in their personal data. |
Features/
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Agents and End-Users have access to their profiles to amend inaccuracies, as detailed here for Agents and here for End-Users. |
Exceptions to the GDPR Obligation |
Provision of this right to a data subject should not adversely affect an organization’s intellectual property (i.e., giving access to a data subject should not require disclosure of trade secrets). |
Right to be Forgotten
Purpose of the GDPR Obligation |
Provide data subjects with the right to delete their personal data if the continued processing is not justified. For example, you may need to delete your customer’s personal data to comply with your GDPR obligations. |
Features/
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Zendesk provides customers with the option to delete profiles, tickets, images, and attachments that may contain personal data in active Zendesk Support accounts.
In addition, Zendesk Support customers can leverage the following APIs to assist with their GDPR compliance efforts: |
Exceptions to the GDPR Obligation |
A company is not required to delete data, except when one of the following reasons is present:
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Restriction Processing
Purpose of the GDPR Obligation |
Provide data subjects the right to limit the purposes for which the data controller can process personal data. For example, your customer has filed a complaint or lawsuit against you, and it is your policy to stop processing while the complaint or lawsuit is pending. |
Features/
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Zendesk has documented and implemented internal mechanisms for limiting the processing of personal data to only certain specified uses relating to Zendesk products and services. Functionality is currently available to suspend/ Zendesk Support customers can also export and retain data while processing has ceased, as detailed here. |
Exceptions to the GDPR Obligation |
The requirement to restrict processing generally applies under the same circumstances as the right to be forgotten and/or when the following circumstances exist:
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Data Portability
Purpose of the GDPR Obligation |
Provide data subjects with the right to transfer their personal data between data controllers. For example, your customer requests for you to export and provide them with all associated personal data that you store. |
Features/
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Zendesk has developed and implemented mechanisms to enable its customers to export data from Zendesk Support, as detailed here. |
Exceptions to the GDPR Obligation |
Inferred and derived personal data (e.g., a credit score or health assessment) are not included because they are not “provided by the data subject.” Data controllers are not obligated to retain personal data simply for the purposes of providing a copy of the personal data pursuant to a potential data subject request. |
Objection to Processing
Purpose of the GDPR Obligation |
Provide data subjects with the right to transfer their personal data between controllers. |
Features/
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Zendesk has documented and implemented internal mechanisms to:
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Exceptions to the GDPR Obligation |
Data controller must cease processing upon request unless:
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