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How to retrieve data from Zendesk

GDPR Compliance allows you to download information about customers and tickets, without performing long-term operations. The app will generate two CSV files: users.csv and tickets.csv with corresponding data for users and their tickets. The tickets.csv file may contain attachments if you enabled such an option.

To switch the option go to Settings tab -> Preferences -> Retrieving tab -> put the checkmark to include attachments -> Save

Retrieve Settings

Then, you can start retrieving process and we are going to show you how to do it from several places in Zendesk.

Retrieving from the specific ticket

The first approach is retrieving data from the specific ticket. Open the Views tab in Zendesk and select the ticket. Click on the apps icon on the right-hand sidebar, click on Process GDPR Requests and choose Retrieve data and click on Proceed.

Process In Ticket

Then Start the process, Confirm, and after the process is completed Download the archive.

Download Archive Retrieve

Retrieving data for every single user from the list of all end-users in Zendesk

The next way is retrieving data for every single user from the list of all end-users in Zendesk Support. That means you need to:

1. Go to Zendesk’s Admin tab and select People in the Manage section. Select needed user from search results, click on their name to open the profile.

Find People GDPR

2. On the sidebar, find the GDPR app and click on Process GDPR requests. Then select the type, click  Proceed  and follow the next steps for data retrieving.

Take into account that retrieving process is unavailable for ticket and contact lists in bulk, you can choose only one ticket or contact directly from your Zendesk, or open it from GDPR Compliance app using the following approach:

1. Go to GDPR, select user or ticket list, we selected user list.

2. Then, click on the Eye icon to open and check the details of the exact contact or ticket and retrieve data from here.

GDPR Eye Icon

We hope this guide was helpful for you! Contact us if you need to ask something.

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