Security and privacy

  What about security and privacy?

We take issues of privacy and data integrity very seriously, so we explicitly define the information policy about the data:

  • Round Robin app gets from your Zendesk account,
  • Round Robin app stores inside and uses,
  • Modifies and creates in your Zendesk account.

Information Round Robin gets from your Zendesk account:

  • Agent list which includes: agent id, name, email, phone, link to photo, notes, details and other attributes. Full attribute list is available here.
  • View list which includes: view id, title, filter conditions, sort conditions and other attributes. Full attribute list is available here.
  • Tickets list which includes: ticket  id, subject, description, tags, customer name, email, phone, and other attributes. Full attributes list is available here.

Major part of this data is not used by the app but we are forced to get it since Zendesk API returns it. Below are the data that are actually stored and used by the app, the rest data are removed immediately upon receipt. 

Round Robin app stores inside and uses:

  • View identifiers and names. They are stored for the duration of your account.
  • Agent identifiers and names. They are stored for the duration of your account.
  • Ticket identifiers, ticket tags, identifiers of agent tickets are assigned to. These are stored in the Round Robin log for 10 days before being deleted.

The rest data returned by Zendesk API is erased immediately after the interaction ends.

Round Robin modifies and creates in your Zendesk account:

  • Round Robin modifies Assignee ticket field.
  • Round Robin can add a private or public comment to the ticket if correspondent option is configured for your queues or if you are using Out of office functionality.

In the future versions we plan to add to this list: Groups list (id, name) and agents memberships in the groups.

How Round Robin interacts with my Zendesk account?

Round Robin uses Zendesk API to interact with your Zendesk account:

To get agent list /api/v2/users.json?role[]=admin&role[]=agent endpoint is used. Click here to learn more.
To get view list /api/v2/views.json endpoint is used. Click here to learn more.
To get tickets for assigning /api/v2/views/{id}/tickets.json endpoint is used. Click here to learn more.
To assign tickets to agents and add comments /api/v2/tickets/{id}.json endpoint is used. Click here to learn more.

Where Round Robin processes and stores the data?

Round Robin runs and stores the data in Google cloud platform. Google cloud platform assures enterprise reliability and security level of the app.

Is Round Robin compliant with EU General Data Protection Regulation (GDPR)?

No. So you need check your data processed by Round Robin for personal data of EU data subjects and stop use Round Robin to process such kind of data after May 25 2018.

 

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