We use our FreshDesk for both IT Help Desk as well as for Information Security requests (onboarding/offboarding/change in role/permission changes, etc.).  As many times as we’ve told our management teams not to send PII through the system, they still do from time to time in the form of attachments which we have to delete from the ticket to remain in compliance with federal and provincial privacy legislation.

My question is:  Does FreshWorks also delete the attachment permanently from their servers, including the metadata surrounding the file, when we delete it from our ticketing system?  If they do not, then we are still not in compliance with our country’s privacy laws.

Thanks!