Freshdesk is now GDPR compliant!


Over the past few months, we've been working on getting Freshdesk ready for GDPR & added some product features to be compliant with GDPR terms. You can read the detailed note on product feature additions here.


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Hi, great job getting so much in place for GDPR. 

Can you tell me how to display a cookie notification message for visitors to our freshdesk page and how they can view cookies and disable them. 


Further to my earlier note, it appears that you may have decided not to provide a cookie pop-up/settings and instead relied on your Privacy Notice. However it seems like you are offering a take-it-or-leave-it approach i.e. the client either accepts your right to use cookies or they don't use the software. Is that correct?

If it is, then you may be aware that approach has already been challenged for Facebook & Google with lawsuits filed for £6.7bn 

What's your position? 

Hello Neil,

We hear you and our Legal team is currently looking into this. We'll get back to you with a succinct response soon!


Hi all, After a long wait I’m finally happy to announce that our GDPR assistant app now is released on the marketplace! Our app is very flexible and covers 3 important areas of GDPR compliance: * Automatic deletion of user data after certain periods of time. You configure for how long time data shall be stored, including exceptions or different time periods for different groups, types etc, and then GDPR Assistant will take care of the rest and make sure you're not violating the GDPR rules. And best of all: No more need of manual work to go through and delete data! * Creation of PDF reports, containing all interactions a specific person had with your organization, with a single click of a button. No more need to search, filter and export data to reply to a data subject request! * Complete deletion ("forget") of a user and all its related data from your Freshdesk account. You’ll find the app here: And you can read more about the app on our website: Don’t hesitate to reach out to us with any feedback or ideas of improvements.

This app goes some way towards GDPR compliance but from reading the documentation, it doesn't appear to tackle the question of cookies.

GDPR requires that the user actively opts-in to cookie acceptance, and must be able to withdraw this acceptance at any time.  Furthermore, the different types of cookie used (tracking, analysis, identification, etc.) must be listed with an explanation of what they are and what they do, and where any information that they provide goes to.

Company owners can be fined for non-compliance.  This useful article explains the requirements in more detail.

Please advise what is needed to enable cookie control in Freshdesk.



@Paul: Are you using the support portal to allow your end user access to their tickets, or is it the agents cookies you are concerned about?

// Marcus


what is status here? We need this as well, because it's a law!

Just making sure the topic gets its proper attention. We have been forced to delay our use of the Freshdesk Knowledge Base due to insufficient cookie policy and lack of options for users to restrict the use of non-essential cookies.

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