Privacy with Zendesk

Documentation

Deleting data in Zendesk

Transcend allows you to programmatically access or delete user data in the Zendesk platform in accordance with data privacy regulations like GDPR and CCPA.

Setting up the Zendesk integration

Before you get started, be sure to familiarize yourself with the basics of Transcend and how the platform works. To configure the Zendesk integration, you'll want to:

1. Log in to Transcend.
2. Navigate to Data Map > Add data silo.
3. Search for and select Zendesk.
4. Follow the prompts to log in to Zendesk as a user with administrative privileges.
5. Once successfully connected, navigate to the Privacy Center tab.
6. You'll now need to map the data in Zendesk to your Data Practices.
7. To do this, create a new Category and a new Data Collection with the appropriate naming convention (e.g. "User profile" or "Support tickets").
8. Hit Publish.
9. Navigate back to Data Map and click into the Zendesk data silo.
10. Expand "Manage Datapoints" and select the Collection Label (Category) you created in the previous step from the dropdown. Note: Access and erasure data actions will be turned on by default. If you wish to disable any data actions, you can do so in this Zendesk data silo configuration widget.
11. Select the identifiers by which Transcend should search for users when processing a request. While still in the Zendesk data silo, expand "Manage Identifiers".
12. Check (or uncheck) the respective boxes for which identifiers you'd like enabled. Pro-tip: If identifiers are not enabled correctly, we may not be able to process requests for certain users. Best practice is to enable all available identifiers.

Testing

We recommend testing requests across your Data Map before you start processing requests from end-users, using an email associated with an existing user profile in Zendesk.

To test, complete the following steps:

1. Log in to Transcend.
2. Navigate to Privacy Center, and select "View your Privacy Center".
3. Once it loads, click Take Control, then Download my data. You'll need to enter your email or login to authenticate yourself before submitting the request.
4. Check your email for a message from Transcend. You'll be asked to click on a verification link to verify the request.
5. Next, back in the Admin Dashboard, navigate to Incoming Requests, and select your request. If you don't see the request, contact us at support@transcend.io.
6. Once you've clicked into your request, navigate to the Data Silos tab and select Zendesk.
7. Inspect the data returned. If working correctly, you should see the authentication metadata and user logs associated with the email through which you submitted the request.
8. Finally, navigate to the Report tab and click Approve and Send. You should then receive the report at the email address you submitted with the request.

Removing the Zendesk integration

To remove the Zendesk data silo from your Data Map:

1. Log in to Transcend.
2. Navigate to your Data Map, and click into Zendesk.
3. At the bottom of the screen, expand "Remove Zendesk".
4. Click Remove Silo.
5. You'll be prompted to confirm that you'd like to remove the silo. Click OK.
6. Confirm the silo has been removed by navigating back to your Data Map.