In current times, data privacy and protection are paramount concerns, companies must implement robust procedures to manage customer data responsibly. One crucial aspect of data management is the deletion process, especially concerning sensitive information stored within customer support platforms like Zendesk.

Zendesk, a widely used customer service software, understands the significance of data protection and offers comprehensive features for managing data retention and deletion. Their data deletion process, outlined in detail in their documentation here, plays a pivotal role in ensuring compliance with data protection regulations and maintaining customer trust.

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Why you need a Data Deletion Process?

Implementing a robust data deletion process is imperative for any company concerned with safeguarding sensitive information and maintaining compliance with data protection regulations. Firstly, a data deletion process helps mitigate the risk of data breaches and unauthorized access by ensuring that unnecessary or outdated data is promptly removed from the system. This proactive approach not only reduces the surface area for potential security threats but also fosters a culture of data privacy within the organization. Secondly, adherence to data deletion protocols is essential for regulatory compliance, such as GDPR and CCPA, which mandate the responsible handling and disposal of personal data.

Failure to comply with these regulations can result in severe financial penalties and damage to the company's reputation. Moreover, a well-defined data deletion process enhances customer trust and loyalty by demonstrating the organization's commitment to respecting individual privacy rights and protecting confidential information. Overall, a data deletion process is indispensable for safeguarding data integrity, ensuring regulatory compliance, and building trust with stakeholders in today's data-driven business landscape.

Understanding the Data Deletion Process

Zendesk enables organizations to set up deletion schedules for tickets, which allows them to automatically delete data based on predefined criteria. This feature ensures that unnecessary or outdated information doesn't linger within the system, reducing the risk of unauthorized access or misuse.

By configuring deletion schedules, businesses can adhere to data retention policies mandated by regulations such as GDPR (General Data Protection Regulation) or CCPA (California Consumer Privacy Act). These policies require organizations to delete personal data once it's no longer needed for its original purpose or when the data subject requests its removal.

The Importance of Data Deletion in Data Protection

Effective data deletion processes are crucial for several reasons:

1. Compliance: Adhering to data protection regulations is not optional but a legal requirement. Failure to comply can result in hefty fines and damage to the company's reputation. Zendesk's data deletion features aid organizations in meeting their compliance obligations efficiently.
2. Risk Mitigation: Retaining unnecessary data increases the risk of data breaches or unauthorized access. By promptly deleting irrelevant information, businesses reduce their exposure to security threats and safeguard sensitive customer data.
3. Customer Trust: Respecting customer privacy enhances trust and loyalty. When customers know that their data is handled responsibly, they are more likely to engage with the company and share information confidently. A transparent data deletion process demonstrates the organization's commitment to protecting customer privacy

‍How to create a Data Deletion Process

Elimination timetables empower administrators and agents in custom roles with authorization to erase stored tickets, which are tickets that have been concluded for over 120 days.

You can initiate one elimination timetable to consistently seek out and erase tickets that have been concluded and untouched for a specific duration. For instance, if you establish a timetable that eliminates stored tickets 365 days after they are concluded, and the ticket was revised within that period (for instance, ticket content was redacted), the ticket is not erased. The timer restarts, and the ticket will be erased 365 days from the revision date.

After it's initiated, an elimination timetable isn't a one-time occurrence. Zendesk continuously hunts for and erases tickets unless you deactivate the timetable. There is no effect on performance when a timetable erases a large volume of tickets or operates during busy periods.

You can create up to ten deletion schedules on the Deletion Schedules page in the Admin Center, but only one schedule can be active at any given time.

Tickets erased by elimination timetables aren't incorporated in the Deleted Tickets view. You can monitor these alterations in the audit log by filtering by Activity type: Deleted.
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Note: By default, deleted tickets are not included in most Explore reports. To include ticket deletion events in reports, use the Updates history dataset and select the Activity > Deletions metric. SLA information from deleted tickets is retained in the SLAs dataset. Regarding elimination schedules, you can create up to ten, but only one schedule can be active at a time.

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Creating deletion schedules

You can create up to ten deletion schedules, but only one schedule can be active.

To create a deletion schedule

• In Admin Center, click
• Account in the sidebar, then select Security > Deletion schedules.
• Click Create deletion schedule.
• Enter the Schedule name. Use a consistent naming convention to help you recognize similar types of deletion schedules.
• (Optional) Enter a Description for your deletion schedule.
• In Delete closed tickets, specify when the schedule should delete tickets. For example, to delete tickets three years after they closed, type 3 for Value and select Years in the Unit drop-down field, as shown below

• Optionally click Preview to preview the number of tickets that match and will be deleted when the schedule is active.
• Click Create.‍
• Activate the deletion schedule.

‍To activate a deletion schedule

• In Admin Center, click
• Account in the sidebar, then select Security > Deletion schedules.
• Click the options menu icon (Three dots)

• Click Activate deletion schedule.

In an era where data privacy is a growing concern, implementing robust data deletion processes is imperative for organizations using platforms like Zendesk. By leveraging Zendesk's features for setting up deletion schedules, businesses can effectively manage data retention, comply with regulations, mitigate risks, and foster trust with their customers. Prioritizing data protection isn't just a legal obligation; it's a fundamental aspect of building a secure and sustainable business in today's digital age.

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