This article details the workflow for securely processing requests from members for the deletion of their accounts and associated personal data. This process ensures compliance with state and federal data privacy laws.
Environment: Zendesk, JIRA (SEC Project)
Tier 1: Agent (First Response & Escalation)
This is the initial stage to acknowledge the request and escalate for fulfillment.
Step |
Action |
Details |
|---|---|---|
1. |
Verify Member | Receive the request in Zendesk and verify the member's identity according to current security protocols. |
2. |
Acknowledge Request | Respond to the member using the pre-approved macro: "Data deletion request received" |
Member Response Text (Do not edit): |
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3. |
Escalate to Tier 2 | Assign the Zendesk ticket to the Tier 2 group |
Tier 2: Team Lead (JIRA Creation & Internal Tracking)
This stage involves creating the formal request for the engineering team and ensuring internal accountability.
| Step | Action | Details |
|---|---|---|
| 1. | Create JIRA Ticket | Create a new ticket in the SEC project. |
Type: Task (Leave as default) |
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Title:
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| 2. | Populate JIRA Body | Fill in the ticket body with the following structure: |
Body: User [#] requested to delete account on [DATE]. State: State laws referenced:
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| 3. | Assign & Status |
Assign the JIRA ticket to Stuart. Set the JIRA ticket status to On-Hold. |
| 4. | Monitor | Keep the Zendesk ticket status as On-Hold until the corresponding JIRA ticket status shows "Completed". |
- Once deletion is complete, confirm with the agent in the ZD ticket via an internal note
Agent Final Step(s)
- Solve ticket.
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