Are Ticketing Systems Effective for Handling Data Subject Requests?
Complying with data security and privacy regulations like GDPR and CCPA isn’t just about avoiding penalties—it’s also about building trust with your customers. That means fast, effective response to data subject requests from individuals asking to discover, access, rectify, or delete their personal data that your company maintains.
With the data sitting in multiple systems and formats—from names and email addresses, to accounts and cookies—orchestrating data subject requests can be complex and labor-intensive, costing you money and tying up resources to respond by the deadline. Under CCPA, that’s 45 days. GDPR gives you just 30.
Ticketing systems make it easier for customer service and IT help desks to effectively respond to requests through an organized workflow. They’re a great tool for recording, assigning, prioritizing, and tracking support tickets. Many of these systems have now added support for managing GDPR and CCPA data subject requests. With features like tagging to ease searches, canned responses to prevent repetitive work, assignment rules to delegate responsibility, and customized reporting to help with audits, a good ticketing system can certainly make handling data subject requests more efficient. But if you think these systems will do the work for you, think again.
Ticketing systems can automate some of the workflow in responding to data subject requests. Think ticket creation, receipt acknowledgement, assignment, or due date alerts. But the actual work of fulfilling the request still must be done. Automation claims may give you the illusion that it will do it for you, but a ticketing system is never going to find and delete or change all the formats of someone’s personal data across multiple internal, cloud-based, data warehouse, and third-party systems. That’s up to you.
In other words, your ticketing system might tell you what to do, but you’re still stuck orchestrating the request through a combination of manual system hunt and peck, available data privacy APIs, and third- party requests—all of which then needs to be verified to ensure GDPR and CCPA compliance. This is what makes up the bulk of complexity and time within the workflow. But it doesn’t have to.
Ketch doesn’t just manage the workflow of responding to consumer data subject requests by creating and tracking tickets. We actually intelligently automate the fulfillment of those requests by directly integrating with the systems where the data resides. Instead of treating data privacy like help desk and investing in a ticketing system that at most creates a ticket, stop the manual, time-consuming process of closing that ticket with Ketch.
Click here to schedule your demo and learn how Ketch doesn’t just capture and track data subject requests but automatically orchestrates their fulfillment.