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      Zendesk Integration

      Automating content discovery and Privacy Request fulfillment by integrating MineOS with Zendesk

      This integration allows you to automate privacy requests by deleting user data from Zendesk and performing content discovery on your Zendesk data.

       

      How this integration works

      Content Discovery

      MineOS will scan records of the following types from your Zendesk account: users, tickets, organizations as well as custom object types. All properties and content will be classified and MineOS will report on all data types found.

      Request Handling

      For each request, MineOS will find the User object in Zendesk that his email address matches the verified email address in the request. The user in Zendesk can be an owner of a support ticket, or an agent. The system will handle the user object depending on the type of the request:

       

      Deletion requests

      MineOS will run a "soft" deletion followed by a permanent deletion, following Zendesk's guidelines on handling GDPR deletions. This results in the User object and associated records being permanently deleted: 

      • No help center content is lost when you delete an end user.
      • Deleting an end user's account can’t be undone.
      • Related tickets of deleted users are explained here.

      Limitations:

      • You can't delete these types of users:
        • You can’t delete an end user with tickets that aren’t closed. Noted: solved tickets are not considered closed. It’s recommended to locate the user’s unclosed tickets beforehand and edit the tickets to change the requester or create a trigger to close them.
        • Placeholder users created during ticket sharing.
        • Users created through legacy Chat.

      • Because of Zendesk API rate limiting, you can permanently delete up to 700 users every 10 minutes.

         

      Copy requests

      MineOS will export all the user properties into the final copy report. Related tickets are not included in the report.

       

      Setting up

      Before You Start

      • Make sure your MineOS plan supports integrations.
      • Make sure you have a Zendesk user. If you are setting up request handling, make sure your Zendesk user has permission to delete users' data.

      1. On the left sidebar, click Inventory -> Data Sources -> Add data source and search for Zendesk in the list and Click "Add":

        Screenshot 2024-12-17 at 14.15.13
      2. Open newly added Zendesk from the data sources list and scroll down to the "Request Handling" section.
      3. Select "Integration" and enter your Zendesk domain (e.g., https://mycompany.zendesk.com), as shown below (without the "https://"): 
                             
        Screenshot 2024-12-17 at 14.05.46
      4. Click "Connect" and follow the instructions on Zendesk to "Allow" MineOS the requested permissions:
      5. Once the connection is made it should be indicated with a success message. Click "Save."

      What's next?

      Read more about the deletion process using integrations here.

      Read more about the get a copy process using integrations here.

      Zendesk Reference:  

       

      Talk to us if you need any help with Integrations via our chat or at portal@saymine.com, and we'll be happy to assist!🙂