Agent WranglersSUP-32Required
Spot data requests in any wording and start the clock on arrival
Tag every ticket that asks for a copy, correction, deletion or stop of personal data use as a data request, whatever its words and channel. Set its due date from the day the ticket arrived.
How to do it
The GDPR sets no form for a request. "What do you have on me?" and "delete everything" both count. The EDPB says a request sent through any channel you offer counts, and its date of receipt starts the clock. Give agents a macro and a tag, and add a keyword rule that suggests the tag. Set the due date from the deadline in Let people see and delete their data, which this rule does not repeat. Confirm receipt in writing with the date. US state laws set their own deadlines, which Track request deadlines by law covers.
How to check
Send test tickets saying "what data do you hold about me" by email, chat and social message. Each is tagged as a data request with a due date counted from its arrival. A daily job alerts the owner about every request within 7 days of its due date.
Sources
Related rules
- SUP-1 Bring every channel into one inbox in Customer support
- WEB-217 Let people see and delete their data in Website
- CMP-59 Track request deadlines by law in Compliance and governance
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