Paris, France
location
2014
founded
501-1,000
employees
GDPR Compliance
- Retrieve data easily and quickly;
- Handle multiple customers' requests;
- User-friendly way of data processing.
Back Market, a leading marketplace for refurbished electronics, has been relying on the GDPR Compliance app for Zendesk since 2019. We spoke with one of their Zendesk administrators to learn how the app fits into their day-to-day operations and supports their legal compliance workflow.
It's almost a perfect experience because everything is in one file. I can send it easily to the relevant team — the application has been very useful for us.
The Challenge
As a global marketplace for refurbished electronics, Back Market regularly receives requests from customers exercising their data rights under GDPR. Their support team needed a reliable way to locate a customer's full data and ticket history within Zendesk and hand it over to legal. But Zendesk does not provide this capability out of the box, at least not in a user-friendly way.
Without a dedicated tool, the team would have needed to build a custom solution using Zendesk's API just to retrieve and compile customer data on request. That gap posed a real risk of falling short on GDPR compliance and left administrators without a simple, repeatable process for handling what has become a routine part of their workflow.
How do you use the GDPR Compliance app day to day?
We are several Zendesk administrators, and we regularly receive requests for customer data. When we get a request, we open the app, use the list view to search for the customer by email address, and then launch an export job. We get a ZIP file with all the data, which we can share directly with our legal department. Everything is in one file, so it's almost a perfect experience.
What was the main challenge before using the app?
Zendesk doesn't provide GDPR data export out of the box, or at least not in a user-friendly way. You could potentially do it via API calls, but without a dedicated tool, staying compliant with GDPR requests would have been very difficult. That's the main challenge — we needed an external application to be able to be compliant.
How would you describe the ease of use of the application?
The application is easy to use and easily accessible. I know exactly where I need to go when I receive a request. The workflow is straightforward: search for the customer, click options, choose Retrieve Data, and the file is ready to share. I have never really complained about it.
How was your experience with the support team?
The support team has always been very quick. I haven't needed to contact them very often, and most interactions have been about invoicing questions. In all cases, the response was fast and the issues were resolved promptly.
Would you recommend the GDPR Compliance app to others?
Definitely. If I were having a conversation with people from other companies that use Zendesk and were raising questions about GDPR compliance, I would absolutely recommend the app. We've had a good experience, and the application meets our expectations.
Is there any feature you'd like to see added in the future?
It would be useful to have the option to combine data retrieval with anonymization. For example, being able to hide sensitive information, such as agent details or credit card numbers, at the time of export. Our legal team sometimes finds the CSV format a bit challenging to read, so improvements to the readability of the exported files would also be a welcome addition.
Solution & Result
Solution: Back Market uses the GDPR Compliance app to instantly locate customers in Zendesk, export all their data in a single ZIP file, and deliver it directly to their legal team, fully compliant, no custom development required.
Result: Since adopting the app, Back Market's Zendesk administrators handle GDPR data requests end-to-end in minutes, with zero compliance gaps and no need for manual API workarounds.
FAQ
GDPR Compliance
Zendesk does not offer a user-friendly, built-in way to export or manage customer data for GDPR requests. The app fills that gap, allowing teams to stay compliant without building custom solutions via the Zendesk API.
Once a request is received, an administrator can search for the customer, launch an export, and receive a complete ZIP file with all relevant data in just a few clicks, ready to forward to the legal team immediately.
Anonymization is currently available within tickets, and combining it with the retrieval process is a feature on the roadmap based on customer feedback like Back Market's, to support use cases such as hiding agent details or payment information.
Yes. The exported file format (CSV within the ZIP) is straightforward for administrators, though teams less familiar with structured data formats may need a short onboarding to navigate ticket threads comfortably.
Customers report fast turnaround times from the support team, with most inquiries, including invoicing and account questions, resolved promptly.
Yes. Any organization using Zendesk that needs to comply with GDPR data subject access requests can benefit from the same streamlined search-and-export workflow.
