Zendesk DSR integration

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This integration automates privacy requests for Zendesk. MineOS looks up the Zendesk user whose email matches the requester's, then lets you preview, delete or copy what it finds.

To scan Zendesk for personal data, see Zendesk data classification integration.

How It Works

• Preview: before MineOS deletes or copies anything, you can preview the Zendesk user it found, with name, email, ID and notes, and how many tickets that user requested.
• Delete: MineOS deletes the matching Zendesk user. When ticket redaction is enabled for your account, MineOS first redacts the requester's personal data from their tickets and removes any suspended email from their address. Tickets themselves are kept. Redaction is permanent: Zendesk cannot recover redacted content. If any part of the redaction fails, the user is not deleted and the request can be retried.
• Get a copy: MineOS sends the requester a copy of their Zendesk profile, including verified identities and organization memberships, and every ticket they requested with its full comment thread. Attachments are listed with their metadata only. A copy covers up to 500 tickets and 1,000 comments per ticket. If a limit, a permission or a plan restriction leaves something out, the request details say what is missing.

Before You Start

• Make sure you have a Zendesk user to connect with. For request handling, that user needs permission to delete users' data.
• For ticket redaction, Agent Workspace needs to be enabled in Zendesk, and the connecting user's role needs permission to redact ticket content (for example an Admin).
• When you click Connect, Zendesk asks you to allow MineOS read and write access to tickets and users, and read access to organizations.

Setting Up

1. Log in to MineOS. On the left sidebar, click Inventory, then click Add data source. Search for Zendesk and add it.
2. Open the Zendesk system and go to the DSR & integrations tab. If the system already has an integration, click Add instance.
3. Under Action for fulfilling requests, select Integration, then choose Zendesk in the Integration Type dropdown.
4. In the Set up integration wizard, enter your Zendesk domain without https://, for example your-company.zendesk.com.
5. Click Connect and, in Zendesk, click Allow to grant MineOS the requested permissions. A success message appears once the connection is made.
6. Click Finish.

You're done! MineOS has been connected to your Zendesk account.

Using the Integration in Requests

To handle requests automatically, add the Zendesk integration to the workflows of the privacy rights it should handle, such as deletion or get a copy.

Need Help?

If you need any help with this integration, please contact your Customer Success Manager. They will be happy to assist you!