At Freshworks, we’re committed towards helping you achieve GDPR compliance. Keeping that in mind, we are building several GDPR specific features and enhancements.

  • New Product Capabilities: To help you comply with GDPR requirements for recording consent, honouring requests to delete, modify and data portability – we are introducing following features

    1. Opt-in option in Web forms: Web forms will have an option to include “opt-in” check boxes to record the consent.

    2. Opt-in option in Emails: If you follow double opt-in process or need to re-collect consent, you most probably will need an option to collect consent through email. We have made this easy by giving an option to include “opt-in” link in your email.

    3. Storing the consent details: GDPR also states that you should be able to show when, how and for whom the consent was recorded. To assist in this, we are adding a new activity in activity timeline. Which means, whenever you subscribe (or unsubscribe) a lead or contact, it is shown in the activity timeline. The activity on the timeline will have information regarding when the action was performed, and the source information if consent was recorded through web forms or email.

    4. Easy data export: Under GDPR, an EU citizen can request a copy of their data anytime. To comply with such requests we are introducing an option to export complete data of a particular lead or contact on the respective landing page. This will make your life easy by enabling you to export a lead or contacts data with one click.

    5. Forget Lead or Contact: Under GDPR, an EU citizen can request to be completed deleted from your system. To comply with such requests we are introducing an option to “Forget” a lead or contact. Selecting this will completely delete the particular lead or contact data from Freshsales.

    6. Restrict sending emails when unsubscribed: We will introduce a new setting for Admins that will prevent Freshsales users from sending emails to those leads or contacts with the "Do Not Disturb" field checked.

    7. Including Unsubscribe option in Emails: Under GDPR, a lead or a contact should be able to unsubscribe at any time. To enable this we are providing an option to include an unsubscribe link in individual emails too. We already have this option for emails sent via bulk emails and sales campaign.

    8. Disabling auto profile enrichment: If you don’t have required consent or your leads and contacts don’t want their social profile to be shown in Freshsales, we are providing an option to disable Auto-profile enrichment. This option is available under Admin Settings -> CRM Settings.

    9. Restrict Export of Reports: We will introduce a new setting that will prevent the users from exporting the reports. This setting will be at a user level, which means an admin can choose who can export reports and who cannot.

    10. Restrict “permanently deleting” a record: We will introduce a new setting that will prevent the users from permanently deleting (Forgetting) a record. This will give admin control over which sales agent can delete a record completely.

    11. Delete User: Not just a Contact or Lead, but a Sales agent can also raise a request to be completely deleted from Freshsales. We are introducing a “Delete User” feature that will delete the Freshsales user completely from Freshsales and the third party providers we might’ve send the user’s data to.

  • Existing Product Capabilities: Freshsales already has features that helps you with requests pertaining to rectifying data, data portability (of your account) and permanently deleting your account.

    1. Unsubscribing a contact from Emails: Freshsales already has a field called “Do not disturb” which will restrict sending bulk emails to these contacts and warns the user while sending an individual email. We will make it easier to Unsubscribe a lead or contact by giving the option in the quick actions (3-dots).

    2. Rectify lead or contact information: If a lead or contact requests to change or update any of their information, then you can use “Edit” option on lead or contact to rectify the information.

    3. Complete Data Export: We already have an option to completely export all the data present that gives an complete export of all the data with Freshsales of the particular account.

    4. Permanently Deleting Freshsales account: We already have “Cancel Account” feature which deletes all your data stored with Freshsales. You can choose to delete your account with Freshsales, and we will delete all your data within Freshsales and your data shared with third parties completely within 30 days of raising the request.