Close ticket view

[leigh]

Hi,
I am using HESK and MODS for HESK latest versions.

Is there a way that once I close t ticket it is no longer available to viewby the customer

Thank you

[Klemen]

There's no such feature in Hesk (and also not in MfH as far as I know); users can always see their past tickets.

[leigh]

Is there no way I can change this in the ticket view php in terms of data protection this would be very important
Even if it was
If a ticket is older than x days can’t be viewed
Thanks

[Klemen]

If you are asking in light of GDPR note that just by hiding the data you don't do much, you still store it. If you don't need the personal data anymore you should delete the ticket, or anonymize it (edit and delete personal data from it).

I will be releasing a Hesk update before May 25th that should make some things easier, for example retrieving and/or deleting all data related to a person.

[Maarten]

Dear Klemen,
We now use HESK for several years and we like it! But now, facing the GDPR, Hesk (in it's current state) does not meet the GDPR requirements. So, for us it is really important that some functionality is added to Hesk.

We think of:
- Registration of the consent of registered user for storing personal information.
- Possibility for users to delete their account or change/delete information in their account.
- Possibility for us (as staff/administrator) to collect all information from a certain person and to be able to change / delete the data.
- Ability to delete all data older than specified.
- Ability to anonymize data (we like to keep statistics about number of tickets, categories, etc.).

It is good to read that you will be releasing a Hesk update which makes things easier.

Kind regards,
Maarten.

[Klemen]

Hesk update will indeed be available that will make these things easier.

Note however, that GDPR is a regulation for organizations, there is no such thing as "GDPR compliant software". This is a common misinformation that many software vendors help spread. A more detailed explanation can be found here:
https://www.kuppingercole.com/blog/kupp ... s-solution

[Maarten]

Klemen,
You are absolutely right. We, as an organization, have to be GDPR compliant and software can help us with that.

[Klemen]

Just a quick update, here is an article that explains what functions can be used HESK 2.8.0 to exercise rights and obligations under GDPR:
https://www.hesk.com/knowledgebase/?article=98