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Handle a GDPR request

Export everything you hold about a customer, or erase it, with a second admin's approval.

1 min read

Customers can ask what you hold about them (right of access, GDPR article 15, POPIA section 23) or ask you to delete it (right to erasure, GDPR article 17, POPIA section 24). ChaosDesk handles both under Admin Center, Security & compliance, Compliance, Erasure requests.

Export a customer’s data

Choose Export data.
Search for the customer.
Choose Download export.

You get one JSON file with their profile, emails and phone numbers, tickets and public replies, their own comments, files, ratings, chats and messaging conversations. Internal notes are not included. The export is logged.

Erase a customer’s data

Erasure needs two people: one records the request, a different admin approves it.

Choose New request.
Pick the Customer and enter a Reason / reference, such as the date of their email and your case number. Do not put their personal details in it.
Choose Record request. It shows as Pending with Needs a second admin.
Another admin reviews the summary (tickets, comments and files affected) and chooses Approve and erase, or Reject.

When approved, the customer’s name, email and identities are removed, every comment on their tickets and their comments elsewhere are erased, and their files are deleted. Their tickets stay as empty shells for your statistics. This cannot be undone.

Answer the customer

Reply from a ticket as usual, attaching the export when they asked for access. Keep a record of the request outside the customer’s own data if your process needs one.

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