User data privacy guide (GDPR compliance)

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We have updated our policies, and are compliant with the EU Data Protection Directive &amp; GDPR and offer DPA as part of our Terms of Service. 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id="spam-dialog_cancel-btn" href="#" onclick="return false;"> <span class="btn__label">Cancel</span> </a> </div> </footer> </div> </form>  </section> </div><div id="delete-dialog_mask" class="mask" style="display:none;"></div> <div id="delete-dialog" class="dialog ui-draggable" style="display: none; width:400px;"> <section class="content-block"> <header class="content-block__header dialog__ttl"> <h3 id="delete-dialog-caption">Confirmation</h3> <a class="btn btn_simple dialog__close" tabindex="3" id="delete-dialog_close-btn"> <i class="btn__icon dialog-close"> </i> </a> </header>  <form id="delete-form" method="post" action=""> <div id="delete-dialog-form"> <div class="dialog__data"> <div class="dialog__item"> <p>Are you sure you want to delete this?</p> </div> </div> <footer class="content-block__footer normal-buttons"> <div class="btns-list"> <button tabindex="1" class="btn btn-blue"> <span class="btn__label">Delete</span> </button> <a tabindex="1" class="btn btn_simple" id="delete-dialog_cancel-btn" href="#" onclick="return false;"> <span class="btn__label">Cancel</span> </a> </div> </footer> </div> </form>  </section> </div><div id="share-via-email-dialog_mask" class="mask" style="display:none;"></div> <div id="share-via-email-dialog" class="dialog ui-draggable" style="display: none; width:600px;"> <section class="content-block"> <header class="content-block__header dialog__ttl"> <h3 id="share-via-email-dialog-caption">Share by Email</h3> <a class="btn btn_simple dialog__close" tabindex="3" id="share-via-email-dialog_close-btn"> <i class="btn__icon dialog-close"> </i> </a> </header>  <form id="share-via-email-form" method="post" action=""> <div id="share-via-email-dialog-form"> <div class="dialog__data"> <div class="dialog__item"> <label class="forms2__label" style="display: inline;">From </label><label id="share-via-email-user-data" class="forms2__label" style="display: inline;"></label> </div> <div class="dialog__item"> <label for="share-via-email-dialog_recipient" class="forms__label_wide">Emails</label> <input tabindex="1" id="share-via-email-dialog_recipient" type="comment" class="text-field text-field_header_small text-field_size_wide" /> </div> <div class="dialog__item"> <label for="share-via-email-dialog_subject" class="forms__label_wide">Subject</label> <input tabindex="1" id="share-via-email-dialog_subject" type="comment" class="text-field text-field_header_small text-field_size_wide" value="User data privacy guide (GDPR compliance)" /> </div> <div class="dialog__item"> <label for="share-via-email-dialog_message" class="forms__label_wide">Message</label> <textarea tabindex="1" id="share-via-email-dialog_message" type="comment" class="textarea textarea_size_wide" cols="40" rows="3"></textarea> </div> <div class="dialog__item"> <h2>User data privacy guide (GDPR compliance)</h2> <p>This guide helps you comply with various legal requirements regarding handling personal data. As of May 25, 2018, the General Data Protection Regulation (GDPR) is requiring every company that holds personal information about an individual (this includes…</p> </div> </div> <footer class="content-block__footer normal-buttons"> <div class="btns-list"> <button tabindex="1" class="btn btn-blue"> <span class="btn__label">Send</span> </button> <a tabindex="1" class="btn btn_simple" id="share-via-email-dialog_cancel-btn" href="#" onclick="return false;"> <span class="btn__label">Cancel</span> </a> </div> </footer> </div> </form>  </section> </div>  <article class="content-block layout__list" id="item_container"> <div class="content-block__data"> <div class="topic"> <div class="topic__data"> <header class="topic__header"> <div class="topic__controls"> </div> <h1><i class="topic__icon icon fa fa_icon_knowledgebase fa_color_active fa_20"></i>User data privacy guide (GDPR compliance)</h1> </header> <div class="topic__item topic__item_text"><p>This guide helps you comply with various legal requirements regarding handling personal data.</p> <p>As of May 25, 2018, the General Data Protection Regulation (GDPR) is requiring every company that holds personal information about an individual (this includes your users, customers and staff members) to give these individuals more control over their data.</p> <p>We have updated our <a href="https://helprace.com/legal">policies</a>, and are compliant with the <a href="https://helprace.com/legal/eu-data-protection-gdpr">EU Data Protection Directive & GDPR</a> and offer <a href="https://helprace.com/legal/dpa">DPA</a> as part of our Terms of Service.</p> <h3>Requesting user consent</h3> <p>If you enable Request User Consent, Helprace will start showing a message to users in your support portal requesting they accept your policy.</p> <p>To enable this, go to the <i class="fa fa-cog">聽</i>Settings > SECURITY > Privacy page.</p> <p>By default, this points to our Privacy Policy, but you can enter a URL to your policy instead.</p> <p>Your support portal will be requesting user consent in these cases:</p> <ul> <li>When users sign up, they'll see a message saying that by registering they agree to the policy.</li> <li>When users have signed up but haven't agreed to the policy, they'll keep seeing a green message in the portal header until they give their consent. <br> This also applies to users who signed up before you enabled this option, as well as users whose accounts have been created automatically, e.g. by invitation or when Helprace receives their email and converts it to a ticket.</li> <li>When posting tickets or topics anonymously, they'll see a message saying that by hitting Send, they agree to the policy.</li> <li>During Single Sign On logins. Helprace assumes that you take care of the user consent on your signup page.</li> </ul> <p>Once users give their consent to have their personal data processed they will stop seeing the consent messages.</p> <h3>Withdrawing consent</h3> <p>User can withdraw their consent at any time by going to their profile page and unchecking that they agree to the policy.</p> <h3>Deleting user data</h3> <p>Users can delete personal data from their profiles:</p> <p><a href="https://support.helprace.com/i686-deleting-your-profile-as-a-user">Deleting聽your聽profile聽as聽a聽user</a></p> <p>Agents have a different way to delete or amend user details as well as their own details:</p> <p><a href="https://support.helprace.com/i687-user-profile-deletion-by-agents">Deleting a user as an agent</a></p> <p>You can also give users the ability to delete data they added to your Helprace account. You can do that on the <i class="fa fa-cog">聽</i>Settings > SECURITY > Privacy page by enabling the following:</p> <ul> <li>Users Can Delete Tickets</li> <li>Users Can Delete Topics</li> <li>Users Can Delete Comments (for topic comments and replies)</li> </ul> <p>Once these options are enabled, your users will be able to delete their data:</p> <ul> <li><a href="https://support.helprace.com/i688-deleting-your-tickets">Deleting聽your聽tickets</a></li> <li><a href="https://support.helprace.com/i689-deleting-your-topics-replies-and-comments">Deleting聽your聽topics,聽replies聽and聽comments</a></li> </ul> <h3>Exporting user data</h3> <p>User data can be exported via API. See聽<a href="https://support.helprace.com/i287-introduction-to-helprace-rest-api">Introduction聽to聽Helprace聽REST聽API聽</a>聽for more details.</p> <h2>Editing user data</h2> <p>Agents can edit anyone's details from the Admin Panel:</p> <p><a href="https://support.helprace.com/i685-editing-user-details">Editing聽user聽details</a></p> <p>Users and Agents can edit their details from their Profile page:</p> <p><a href="https://support.helprace.com/i87-managing-your-user-profile-and-account-settings">Managing聽your聽user聽profile聽and聽account聽settings</a></p> <h3>Other settings</h3> <p><a href="https://support.helprace.com/i683-disabling-the-contact-cloud-app">Disabling聽the聽Contact聽Cloud聽app</a></p> <p><a href="https://support.helprace.com/i684-changing-data-hosting-region">Changing your data聽hosting聽region</a></p></div> <div class="topic__item topic__item_tags"> <a class="b-label b-label_tag" style="background-color: #999999; color: #fff" href="/search?q=tagged:%22gdpr%22" rel="tag">gdpr</a> <a class="b-label b-label_tag" style="background-color: #999999; color: #fff" href="/search?q=tagged:%22dpa%22" rel="tag">dpa</a> <a class="b-label b-label_tag" style="background-color: #999999; color: #fff" href="/search?q=tagged:%22privacy%20shield%22" rel="tag">privacy shield</a> <a class="b-label b-label_tag" style="background-color: #999999; color: #fff" href="/search?q=tagged:%22data%20protection%22" rel="tag">data protection</a> <a class="b-label b-label_tag" style="background-color: #999999; color: #fff" href="/search?q=tagged:%22compliance%22" rel="tag">compliance</a> <a class="b-label b-label_tag" style="background-color: #999999; color: #fff" href="/search?q=tagged:%22certification%22" rel="tag">certification</a> </div> <div class="topic__item topic__item_hasSidebar topic__item_hasSidebar_vCenter"> <div class="user-info"> <a href="/u4-edward" class="avatar" showProfileLayer="4" > <img src="https://s3.amazonaws.com/chd-data/avatars/605754a1308a2bdf98ccdc9e2b21f3cd5d913c7283813.png" width="40px" height="40px" onerror="onAvatarError(this)"> <div class="avatar__status"></div> </a> <div class="user-info__data user-info__data_simple"> <a class="user-info__name" href="/u4-edward" showProfileLayer="4">Edward</a> <div class="user-info__info"> <div class="user-info__item"> Posted <time class='pseudo-link g-date' scheme='default' datetime='2018-05-25T12:18:13+00:00'></time> <span class="text_pale">·</span> Updated <time class='pseudo-link g-date' scheme='default' datetime='2019-10-12T15:06:46+00:00'></time> </div> </div> </div> </div> <div class="topic__item__sidebar"> <span class="btn btn_simple" id="share_action"> <i class="btn__icon fa fa-share-alt"></i> </span> <div class="layer selected" id="share_action_hint" style="display:none;"> <span class="social-buttons"> <a class="social-buttons__item fab fa-facebook-f" id="facebook-button" href="#" target="_blank"></a> <a 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