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Erasure and deletion requests ​

When one of your customers asks you to delete their data, an admin can erase their conversations and the records built from them in a few clicks, for requests under GDPR Article 17 and similar laws. The owner can also delete the whole workspace. Both remove data from Overdesk's own store only. Neither reaches into your help desk, so handle the help desk side there.

Erase one customer ​

Admins and the owner can erase a customer from Settings → Privacy & Data.

  1. Open Settings → Privacy & Data.
  2. Under Privacy requests, enter the customer's email address.
  3. Select Erase data, read the confirmation, and select Erase.

Overdesk then tells you how many conversations and related records it erased. The erasure cannot be undone.

What it removes ​

Overdesk finds the customer through their conversations in your knowledge base, matched by email address, and deletes:

  • those conversations from the knowledge base
  • the drafts, triage results and guardrail decisions for those conversations
  • the comparisons that paired a draft with the reply your agent sent

It also adds those conversations to a list Overdesk checks on every sync, so the next sync does not import them again. Overdesk keeps a record that the request was made: the address erased, who made the request, and when.

What it does not reach ​

  • Your help desk. The customer's conversations, and the notes and drafts Overdesk placed on them, stay in your help desk. Delete them there if the request covers them.
  • Conversations Overdesk has not imported. Your knowledge base holds closed conversations, so drafts and triage results for a conversation that is still open are not found by an erasure. They age out after 180 days with everything else.
  • Reports and alerts. A model writes them, so a customer named inside one leaves nothing to match on. They age out on the retention schedule.
  • The knowledge-base search log, which ages out after 90 days.
  • Conversations indexed before Overdesk last changed its encryption key, which an erasure can no longer match.
  • New conversations. An erasure covers what Overdesk holds when you run it, and a later conversation from the same person is handled like any other. To stop drafts for them, add their address under Excluded senders on the same tab.

Delete the workspace ​

Only the owner can delete the workspace. The control sits in the Danger zone at the bottom of Settings → Privacy & Data.

  1. Open Settings → Privacy & Data.
  2. In Danger zone, type your workspace's short name exactly as the box asks.
  3. Select Delete workspace.

Overdesk cancels your billing first. If billing cannot be reached, nothing is deleted and you see an error. Then it permanently removes the workspace and everything in it, straight away: every conversation, draft, report and team member, along with your connections and their stored credentials. There is no grace period and no export, and everyone on the team is signed out.

What remains is the legal and audit record, including: that the workspace was deleted, and by whom; each person's acceptance of the Terms of Service and Privacy Policy; and each erasure request made from the workspace, with the address erased, who asked, and when.

What it does not reach ​

  • The Overdesk webhook in your help desk. Overdesk cannot remove it for you, so delete it in your help desk. Until you do, it keeps sending events that Overdesk rejects.
  • Your help desk's own data, including the notes, drafts and tags Overdesk placed there.
  • Access you granted in other services, such as a help desk API key or the Slack app. Revoke it in those services.

Erasing a customer and deleting the workspace both work after a trial has ended. For the settings tab itself, see Privacy and data.