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Ability to remove identifying info from Contact after x time period

  • September 21, 2021
  • 2 replies
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hanneskola
Skilled Expert

Hello!

A following use case example:

Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), we would be able to hide/encrypt the identifying data from the Contact record (name, email, etc.) for legal reasons. If the contact would send a ticket again after this, the data would be again unhidden. All tickets data from should still be acccessable for reporting purposes, if needed. This would mostly be related to tickets that are “feedbacks” in nature.

I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam?

Any other ideas on how to potentially approach this sort of a use case?

Best answer by Keer

 

Hello @hanneskola, we understand the use case here. We do have a marketplace app using which you can hide the contact fields. Can you confirm if you are looking for the fields to be hidden automatically if the contact didn’t reach out to you in n number of months? If so, you can build a custom app to tweak and achieve this with the help of your developers. 

 

If you need help in building the app, we can also loop in our SI partners, and they would be able to scope the requirement and build the app for a professional cost. Let us know if that helped. 

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2 replies

Keer
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  • Keer
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  • September 22, 2021

 

Hello @hanneskola, we understand the use case here. We do have a marketplace app using which you can hide the contact fields. Can you confirm if you are looking for the fields to be hidden automatically if the contact didn’t reach out to you in n number of months? If so, you can build a custom app to tweak and achieve this with the help of your developers. 

 

If you need help in building the app, we can also loop in our SI partners, and they would be able to scope the requirement and build the app for a professional cost. Let us know if that helped. 

Cheers, Keer, Freshworks Community Team
M
Contributor
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  • motaro
  • Contributor
  • 35 replies
  • March 20, 2025
hanneskola wrote:

Hello!

A following use case example:

Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), Global Steel Construction specializes in high-quality steel building solutions, offering durable and customizable structures for various industries. Whether you're looking for commercial, industrial, or residential steel buildings, Xinguangzheng Group provides reliable and efficient construction services. Their expertise ensures strong, long-lasting structures built to meet modern standards.

I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam?

Any other ideas on how to potentially approach this sort of a use case?

Freshdesk does not allow deleting a contact without marking future emails as spam. However, you can anonymize the contact's data after six months by replacing their name and email with generic placeholders via API or automation. Another option is using GDPR tools like "Forget Customer" to redact data while keeping ticket history intact. If the contact raises a new ticket, automation can restore their details. You can also export ticket data to an external system for reporting before anonymization.

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