Plan requirement
| Subscription | Any plan |
| Access | Admin |
A help centre collects data too: accounts, cookies, forms and comments. The request form is the highest-volume collection point and the least reviewed.
One: the request form
Every field is data you collect from somebody who may not be a customer yet. Ask for what you need to answer them, and nothing you would struggle to justify.
This is the highest-volume collection point in most help centres and the least reviewed.
Two: what you add to the theme
Analytics, chat widgets and tracking added to a theme collect data from every visitor. That belongs in whatever consent arrangement your organisation uses on its other sites.
A help centre is frequently overlooked in that exercise because it is not thought of as a website.
Two specifics are worth having straight. Zendesk provides no cookie consent banner of its own, so consent has to come from a third-party consent service whose code you add to document_head.hbs in the theme. And if the built-in Google Analytics integration is switched on, turn it off before you do that: it loads its cookies without waiting for consent, which quietly undoes the banner you have just installed.
Three: accounts and comments
If people can register or comment, you are holding names and email addresses and publishing what they wrote. Decide how long comments stay and what happens to them when somebody asks to be removed.
Four: linking to your own policies
Your privacy statement and terms should be reachable from the help centre, in the footer, in every language you publish in. That is a theme change and it takes ten minutes.
Restricted is not private
Content behind a sign-in is not visible to search engines and is visible to everybody who can sign in. Where registration is open, that is everybody who cared to sign up.
Where the obligations come from
The law that applies depends on where you and your customers are. What is described here is what to look at; whether it is sufficient is a question for whoever owns compliance in your organisation.
If you want help mapping it to your setup, ask pluscloud support.
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