Data Privacy Statement - Zendesk Chat
Purpose of Zendesk live chats
We utilize the Zendesk chat on our website which is a live chat software owned by the US company Zendesk Inc. The messages and data received and sent when using this live chat will be processed and documented. The Zendesk chat aims at communicating directly with our website visitors in real-time which is also known as a live chat.
For each individual accessing our website which is equipped with the Zendesk chat software, data will be collected for the purpose of running the live chat and analyzing the operation of this system.
The legal basis of the processing is Art. 6 (1) lit. f GDPR according to our interest in a direct and customer-friendly communication.
By using the Zendesk chat, you agree that your data collected by Google may be processed for the purpose described above. You can stop this support at any time.
Scope of data collection by Zendesk
Zendesk chat shows the user whether one of our employees is currently online so that they can provide an immediate answer to questions. If you use our live chat system, the data you provide will be saved to answer your questions. The data collected includes:
- Chat history
- Specified name
- IP address
- Country of origin
- Pages visited
- Duration of the visit to the pages
- Other personal information, depending on the information provided (e.g. email address, telephone number)
It is possible to enter the contact details such as name, telephone number and e-mail address in order to facilitate the contact. These data are not passed on to third parties and are only used to process and document the requests.
Zendesk, Inc , 1019 Market Street San Francisco, CA 94103, has submitted to the EU-US Privacy Shield, which guarantees compliance with the data protection level applicable in the EU.
You can find more information about data processing by Zendesk in the data protection declaration of Zendesk at www.zendesk.de/company/customers-partners/privacy-policy/and on the EU data protection page www.zendesk.de/company/customers-partners/eu-data-protection/ .
There you will also find further information about your rights in this regard to protect your privacy: www.zendesk.de/company/customers-partners/eu-data-protection
If you have any questions, you can also contact Zendesk directly: email@example.com .
Extent of data collection by Dlubal Software
As provider of the Zendesk chat, we are able to
- limit, suspend or terminate your access to the service
- access and process your personal data which you have provided to Zendesk
- access and export your personal data processed to Zendesk
- change your personal data including your end user profile.
Personal data processing provided in the Zendesk chat form is used to directly answer sales and support inquiries as well as other questions with the Zendesk chat. Your chats, including the email address (if provided), will be transferred to our development database (NetGenium) and our CRM system in order to process inquiries. Chat history is further documented and saved. If applicable, the provided email address will be assigned to the corresponding point of contact and company.
When using the online support, you are communicating via an encrypted connection. This prevents unauthorized third parties access to the online support content.
Data transfer and its recipients
Your chat personal data including the email address (if provided) are accessible to our legally independent Dlubal locations in our shared CRM system and development database (NetGenium). Find more information about our Dlubal locations here:
Additionally, our software development provider can access this personal data in our shared development database (NetGenium).
If you have any further questions about our information on data protection and the processing of your personal data, you can also contact our internal data protection officer directly or send us an email at firstname.lastname@example.org .
Our data protection officer is also available in the case of requests for information, suggestions or complaints about data protection.