法務関連の情報とリソース
Click on the Zendesk products below to see the features and functionality available in each of Zendesk’s products that can support GDPR compliance.
Meeting the Transparency obligation
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/
|
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). |
Meeting the Access and Correction obligations
Purpose of the GDPR Obligation |
Allow data subjects to require a data controller to rectify any errors in their personal data. |
Features/
|
Agents and End-Users have access to their profiles to amend inaccuracies, as detailed here for Agents and here for End-Users. In addition, Zendesk Guide has an additional profile description field that can be updated, as detailed here. |
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). |
Meeting the Erasure obligation
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/
|
Zendesk enables customers to delete agent and end-user profiles, as well as Guide content, images and attachments. For more information, please refer to Complying with GDPR in Zendesk Guide |
Exceptions to the GDPR Obligation |
A company is not required to delete data, except when one of the following reasons is present:
|
Meeting the Restriction of Processing Obligation
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/
|
Zendesk has documented and implemented internal mechanisms to limit the processing of personal data to only certain specified uses relating to Zendesk products and services. |
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:
|
Meeting the Data Portability obligation
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/
|
Zendesk Guide content can be exported through the Help Center API and third-party apps, as described 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. |
Meeting the Objection obligation
Purpose of the GDPR Obligation |
Provide data subjects with the right to transfer their personal data between controllers. |
Features/
|
Zendesk has documented and implemented internal mechanisms to:
|
Exceptions to the GDPR Obligation |
Data controller must cease processing upon request unless:
|