Transcend

Undersatanding Transcend

What is Transcend

Transcend is a tool used for servicing data privacy requests. The primary users are Support Engineers and the Privacy team. System ownership may at some point be transferred to another team, but for now it’s maintained by Customer Support Operations.

Working Transcend items

For Customer Support Operations, we may be assigned items from Transcend. When we are assigned items in Transcend, our focus is solely on the users within our Zendesk Global instance.

For these items, you will be notified action is needed by us via email. In the notification email, click the hyperlink to be taking right to the assigned task.

When assigned a task, you need to use the email address of the user in question to locate them in Zendesk. This can be done by doing a search using the query email:EMAIL_ADDRESS (replacing EMAIL_ADDRESS with the actual email address).

From here, the actions you perform will depend on the status of the user in question:

• If no user is found
  1. Click Mark as Not Found in Transcend to complete the task.
• If a user is found AND they are not associated to an organization
  1. Delete all non-closed tickets requested by the user
  2. Delete the user
  3. Click Mark as Complete in Transcend to complete the task.
• If a user is found AND they are association to an organization
  1. The user is not qualified for deletion (as the organization owns that data, not the user). Click Mark as Exception in Transcend to complete the task.

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