Freshdesk GDPR Assistant will help you keep the personal data, managed by your customer service, GDPR compliant! It is a Freshdesk App, installed from Freshdesk Marketplace, which will take care of the most important components of GDPR compliance strategy — collecting, managing and timely deleting personal users’ information.
GDPR Assistant creates PDF user-related data reports in a single click and automatically removes outdated user’s data from your Freshdesk account after certain periods of time and according to adjustable rules.
When you have a lot of Contacts in your Freshdesk account it’s not easy to manually «hard delete» each one who is outdated according to GDPR requirements.
GDPR Assistant will perform the automatic deletion of Contacts and Tickets based on its inactivity for a specified amount of time.
To customize your automatic deletion process you can define a set of Custom Filters. They represent additional rules that will work on the top of basic autodeletion settings. Custom Filters Rules will be applied only to particular Contacts or Tickets which will meet a match between specified field and value.
You can build your own stack of rules to delete some resources earlier or protect them from deletion entirely.
According to GDPR any user can request the complete set of information stored in relation to himself on a particular website. It’s quite hard to gather that kind of information manually. GDPR Assistant can create PDF reports with all details about user’s data across the Freshdesk system in one click.
You will be able to adjust the Roles which could have access to the User’s Data Report feature to prevent unauthorized User’s Data collection.
Also GDPR Assistant allows you to completely remove a single Contact data in one click.
The User’s Data Report created by GDPR Assistant is a UTF-8 supported PDF document. It’s editable, printable and optimized for email sending.
The pages numbers in the contents are clickable to jump to the corresponded page.
GDPR Assistant works on Front-End for «User’s Data Report» module and on Backend for «Automatic User Deletion» part.
You can configure the application at the Application Settings page in the Admin section of Freshdesk.
The only mandatory field is API key which requires system privilege to be able to perform the deletion operations for Contacts and Tickets.
1 — API key of Account Admin or any other role that permit to make deletion of Contacts and Tickets (mandatory).
2 — Agent roles who will have access to generate GDPR reports and purge user’s data.
3 — Time ranges for automatic deletion of Contacts and helpdesk Tickets with no activity.
4 — Set of Custom Filter Rules that give the ability to create specific exceptions from the automatic deletion process for Contacts and Tickets.
If you don’t want to the Contacts from a certain company to ever be deleted, you can create the following Custom Filter Rule:
Filter «Contact» by «Email domain» : «@company.com» delete after «Never»
GDPR Assistant will apply ALL the rules, and in case of conflicting conditions will execute the latest (with the greatest number, lowest in the table) applicable rule. So, the latest rule has an overwriting priority.
To be able to monitor what is happening on the backend of automatic deletion process please, check out the Serverless Logs that describes the decision of the GDPR Assistant which resource to delete.
Please, note that recurring updates of any Tickets will defend both Tickets and its author Contact from auto-deletion. This is because no Contact could be deleted if he has at least one active (not-outdated) Ticket.
The automatic deletion based on ‘update_at’ state of the ticket. Eventually, if the agent or some dispatcher/observer rule would cause repetitive ticket updates, then ticket (and his author Contact) might be never automatically deleted by GDPR Assistant.
User deletion process is time dependent. There is a rate limit of requests per minute per app per account. If after the app setup your Freshdesk will have a lot of outdated users, it might take some time to delete a queue of them. Currently, around 25 contacts can be deleted per minute.