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Administration & troubleshooting

Configure privacy and retention

Review supported retention controls and handle customer data export or anonymization.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Privacy is Settings → Security → Privacy at #/settings/security/privacy. It configures retention for logs that actually have cleanup jobs — not a generic GDPR certificate. Customer export, anonymize, and delete are capability-gated actions on the customer record. Chat AI must not send internal notes. Import/Export of settings excludes secrets.

When to use this

Limit how long operational logs retain personal information and handle individual customer export or anonymization requests through the supported controls.

Where to find the controls

#/settings/security/privacy. Customer 360 for per-person export/anonymize. Uninstall wipe is a different flag on System → System (remove_data_on_uninstall).

Who can make these changes

manage_settings for retention. export_customer / anonymize_customer / delete_customer for person-level actions.

Before you begin

Set email transport, integration, AI, and notification log retention in Settings → Security → Privacy. Knowledge Base search-log retention is under Knowledge Base settings. Chat conversation retention expires session tokens; it does not delete ticket messages.

Follow these steps

  1. Open Privacy.
  2. Set retention to what legal asked.
  3. Confirm cron runs so cleanup jobs fire.
  4. Use Customer 360 export before anonymize.
  5. Document the process internally.

Settings reference

Each retention value applies to its named log and takes effect when cleanup runs. Customer anonymization is separate: it changes identifying customer fields while retaining ticket business records. WordPress Tools → Export Personal Data / Erase Personal Data also exposes the plugin privacy handlers.

Example workflow

You keep delivery logs 30 days. After cron, older rows disappear. A subject-access request uses export_customer, not a raw SQL dump of all wp_helsup_support_ tables.

Good practices

Portal isolation is also a privacy control. Uninstall without remove_data_on_uninstall leaves tables in place — export first if you will delete the plugin.

Important considerations

Anonymize is one-way from the customer’s perspective. Do not promise Chat AI is “GDPR certified”. Internal notes stay out of customer Chat AI by design.

If something does not work

Retention not shrinking logs: cron idle or that log type has no cleanup job — read the field help. Contact support if a cleanup job runs (log) but row counts never fall.

Continue learning

Review a customer in Customer 360→Manage agent roles and permissions→Review security settings→

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