FuseDesk PRO and Enterprise plans can configure Data Retention Settings in FuseDesk to control when certain kinds of data is automatically archived, anonymized, and deleted.

Five data objects are currently supported, specifically Cases, Chats, Reps, Contacts, and Emails.

These three steps – Archival, Anonymization, and Deletion – happen, if configured, in that specific order. You can not, for example, set anonymization after deletion, or archival after anonymization.

Data Destruction is Irreversible

Data destroyed by Anonymization and Deletion can not be restored. It is your responsibility to configure your Data Retention settings for your business use case and compliance requirements, and in accordance with any applicable regulations or laws.

To Access your Data Retention and Privacy Settings, log into FuseDesk as an admin, click on Settings and then Privacy.

Archived Data

Archived Data in FuseDesk can be viewed by Admins, but not edited.

Anonymized Data

Anonymized Data in FuseDesk can be viewed, but not edited.

In addition, key data fields – like name and email address fields – are irreversibly anonymized.

User Generated fields – like chat messages, notes, and emails – are irreversibly scrubbed of Personally Identifiable Information (“PII”) using “Best Effort” by anonymizing anything that looks like an email address or a string of many numbers, i.e. a phone number.

It is possible that there will still be PII in these fields that we aren’t able to detect – for example mailing addresses, names, and account information.

If it’s important for your business use case to delete this data, you’ll want to disable Anonymization and instead use Deletion.

Anonymized data may still exist in your CRM if you’ve connected your CRM. Manage your CRM data retention settings in your CRM directly.

Deleted Data

Deleted Data in FuseDesk no longer exists. It is irreversibly deleted. It can not be found, viewed, edited, or restored in any way.

Deleted data may still exist in your CRM if you’ve connected your CRM. Manage your CRM data retention settings in your CRM directly.

Data Retention for Cases

Settings for Cases are based on the number of months since a Case was Closed.

Cases can be archived, anonymized, and deleted based on the number of months since closure.

By default, cases are never archived, anonymized, or deleted.

You can set any of these up to 7 years (84 months).

Data Retention for Chats and Chat Messages

Settings for Chats are based on the number of months since a Chat is Closed.

Chats can be archived, anonymized, and deleted based on the number of months since closure.

By default, chats are never archived, anonymized, or deleted.

You can set any of these up to 7 years (84 months).

Data Retention for Reps

Settings for Reps are based on the number of months since a Rep was Disabled.

Reps can be anonymized and deleted.

By default, reps are never anonymized, or deleted.

You can set any of these up to 7 years (84 months).

Data Retention for Contacts

Settings for Contacts are based on the number of days since a Contact was Deleted.

If you have a CRM connected and delete a contact it is immediately deleted in your CRM. Depending on your CRM, this may in turn delete other related data like orders, subscriptions, and more. Deleted contacts in your CRM can not be restored by FuseDesk. You may have to pay your CRM provider a fee to restore deleted data if that’s even possible.

Contacts can only be deleted.

By default, contacts are hard deleted immediately.

You can set Contact Deletion anywhere from 1 to 7 days for Pro Plans, and 1 to 90 Days for Enterprise Plans.

Data Retention for Emails

Settings for Emails are based on the number of days since an Email was sent to the Trash.

Emails can be Ignored or Marked as spam by reps or Automations that you configure. Emails can also be sent to the Trash because they are clearly spam or machine generated messages. Once an email is in the Trash, you’ll have a certain window of time to restore the email before it’s deleted forever.

By default, emails are hard deleted 7 days after being sent to the Trash.

You can set Email Deletion anywhere from instantly to 30 days for Pro Plans, and instantly to 90 Days for Enterprise Plans.

Changing Your Data Retention Settings

After you make a change to your Data Retention settings, the Save Settings button will be enabled.

Click to Save. If you’ve made any settings more strict which would result in increased data destruction, you’ll need to confirm your settings.

An email notification will then be sent to you with a notification of any changes made.