Implementation Summary

Ethyca uses the following endpoints in Zendesk to retrieve and delete Personally Identifiable Information (PII) when a user submits a data subject request. See below for a summary of what Ethyca does with each endpoint:

EndpointsUser Can DownloadUser Can Delete
CustomerYesYes
TicketsYesYes
IdentityYesYes
ChatYesNo
CommentsYesYes

Because Zendesk offers customer service help desk support and issue tracking, it stores PII about your customers. Keep this in mind when you are setting the DSR Customization as it will impact what is returned in your subject's DSR package.

If this aligns with your use of Zendesk, please proceed to the next section to begin setting up your integration in the Control Panel.

For any questions, please reach out to your dedicated Customer Success Manager.

Connection Settings

There are two ways to connect for your instance of Zendesk to Ethyca: you can use your account password, or you can create an API token.

Connect with your account password

1. Log into <yourdomain>.zendesk.com. Your Domain is the string prior to .zendesk.com. In the example above, the domain is yourdomain. Enter this value into Ethyca.

2. Navigate to Admin settings.

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3. Select "API" from the Channels section.

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4. Enable toggle for Zendesk API password access.

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5. Check to make sure Two-Factor Authentication is not enabled in your account settings.

6. Enter your username (likely your email address) in the "Application Username" field in Ethyca. Enter your user password into the "Application Password" field in Ethyca.

Connect with an API token

1. Log into <yourdomain>.zendesk.com. Your Domain is the string prior to .zendesk.com. In the example above, the domain is yourdomain. Enter this value into Ethyca.

2. Navigate to Admin settings.

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3. Select "API" from the Channels section.

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4. Click the "Add API token" button.

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5. Give your API Token a memorable name, such as "Ethyca Privacy Management". Copy and paste your API Token into the "password" field in Ethyca.

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6. Enter your username (likely your email address) in the "Application Username" field in Ethyca. At the end of your username, add /token. So, if your email address was [email protected], you would enter [email protected]/token into the "Application Username" field.

When you have finished adding your Connection Details, move on to the next two tabs to configure your DSR Customization settings and complete your Data Mapping.