GDPR: Search & Destroy for Zendesk Support, makes it easier for you to be compliant with GDPR. Of course this still depends on how you configure the app, and commit compliance to your own customers. The app helps you delete tickets and users, periodically and automatically from Zendesk Support.
How does it work?
This app is only available for administrators in Zendesk Support.
Preparation and scheduling
- Create a search query
- Process the results
- Name your task, be as descriptive as possible, this will show up in logs
- Select if this a one-time task (single bulk delete) or a recurring task
A one-time task stops as soon as the results from the search query are 0.
A recurring task never stops
- Wait for the process to run in the background
- Once a process has been run, it will show up on the history page
View current queue/history
- Admins can see what tasks are running, and how many users/tickets the task has deleted
- This information is shared in the history page
When are users deleted?
The app only deletes a user, if he or she doesn't have any other tickets. As long as a user has a ticket, it won't be deleted by the app. The search query searches for tickets only, and finds the accompanying user. If by manual deletion a user has no more tickets, the user won't be deleted by a task.
Huh, what, how does it run in the background?
The short answer is M-A-G-I-C. All kidding aside, we created a smart algorithm that schedules the task in the background of one or more the admins. That means the process will be running and scheduled as long as a person with a role Administrator is logged in to Zendesk.
We purposely choose to solve it this way, so it's easier for you to be GDPR compliant because there is no need for external servers.
What about large volumes?
The app is tested against 500k tickets, to be deleted by one or more tasks. The time it takes to delete all tickets depends on the load of your account (we have to respect Zendesk's API rate limits).
Single bulk delete
In a production/live Zendesk set-up it took about 2 weeks (non-stop) to delete all tickets and users.
Based on the single bulk delete, we've estimated that the app can delete about 35k tickets each 24 hours. That should be more than enough for all you incoming requests.