Security and Privacy are top concerns for us. Over a thousand customers trust us with their Zendesk data, and Geckoboard takes this responsibility seriously.
We comply with rigorous security measures to ensure customer data is always protected. We also adhere to the “data minimization” principle, limiting information collection (particularly personal information) to what is directly relevant and necessary to accomplish the specified purpose: displaying your key support metrics.
The only personal information we process is agent names. No end-user information is processed, besides the organisation they belong to. Personal and/or sensitive information is usually contained within the ticket’s content (the attachments, comments and notes), none of which are processed by our integrations.
The specific pieces of information stored by our integration are:
Agents
id | identifier |
default_group_id | identifier |
active | boolean |
name | text |
Agent group memberships
agent_id | identifier |
group_id | identifier |
Brands
id | identifier |
name | text |
active | boolean |
Groups
id | identifier |
name | text |
active | boolean |
Organizations
id | identifier |
name | text |
Satisfaction ratings
id | identifier |
ticket_id | identifier |
comment | text |
created_at | timestamp |
score | text |
SLA policies
id | identifier |
name | text |
SLA events
instance_id | identifier |
ticket_id | identifier |
sla_id | identifier |
metric | text |
applied_at | timestamp |
breached_at | timestamp |
fulfilled_at | timestamp |
Tickets
id | identifier |
assignee_id | identifier |
brand_id | identifier |
group_id | identifier |
organization_id | identifier |
channel | text |
created_at | timestamp |
updated_at | timestamp |
solved_at | timestamp |
agent_wait_time | number |
first_reply_time | number |
first_resolution_time | number |
full_resolution_time | number |
on_hold_time | number |
requester_wait_time | number |
next_sla_breach_at | timestamp |
next_sla_breach_metric | text |
priority | text |
replies | number |
satisfaction_rating_id | identifier |
satisfaction_rating_score | number |
subject | text |
tags | text[] |
type | text |
Ticket custom fields
id | identifier |
ticket_id | identifier |
values | text[] |
Ticket updates
id | identifier |
ticket_id | identifier |
updater_id | identifier |
comment_type | text |
timestamp | timestamp |