Freshworks ensures conformance to global regulations and industry practices in order to maintain privacy and security of its customer’s data. All our products provide GDPR-ready capabilities to help our customers meet their compliance obligations. Freshworks extends these capabilities not only to customers in the EU, but to all our customers worldwide.

To strengthen an individual's rights to privacy, the European Union brought about the General Data Protection Regulation or GDPR, fortifying existing directives on data protection. The Regulation issued by the European Union applies to businesses processing personal data of European residents, and has been in force since 25th May 2018.

Freshworks commitment to the GDPR

Empower

Ensure fair and transparent processing of customer data

Secure

Incorporate security by design in products, to protect personal data

Unify

Streamline processes to help customers meet compliance obligations

Committed to protecting our customers personal data, Freshworks is here to help our customers understand significance of the GDPR, its requirements and our allegiance to align with global standards.

7 Key Principles of the GDPR

The GDPR encourages businesses to be responsible about an individual’s data. By ensuring protection and privacy of this data, businesses earn customer trust and they are likely to engage better with the business. GDPR provides a framework for businesses to standardize and regularize real-world security and privacy needs of an individual's data used for business purposes. The key principles which the GDPR requires businesses to operate on are:

1. Lawful, fair and transparent processing: Emphasizes transparency for all individuals i.e. when data is collected, businesses must be clear as to why data is being collected and what will it be used for.

2. Purpose limitation: Collect data, only for the purpose you need it for. That is, data collected for specific purposes/reasons cannot be further processed in a manner incompatible with those purposes/reasons.

3. Data minimization: Ensure data captured is adequate, relevant and limited. Based on this principle, organizations must ensure they store minimum amount of data required for their purpose.

4. Accurate and up-to-date processing: Data controllers must ensure information remains accurate, valid and fit for purpose. To comply, organizations must institute processes and policies to address how they maintain data they are processing and storing it.

5. Limitation of storage in a form that permits identification: Have control over storage and movement of data within the organization. This includes implementing and enforcing data retention policies, and preventing unauthorised movement and storage of data.

6. Confidential and secure: An organization collecting and processing data is solely responsible for implementing appropriate security measures to protect the individuals data.

7. Accountability and liability: Organizations must be able to demonstrate adoption of necessary steps to protect an individual’s personal data, and be able to pull up every step within the GDPR strategy as evidence.

Frequently Asked Questions

Who does the GDPR affect?

The GDPR applies to organisations located within the EU and also organisations located outside the EU. It applies to all companies processing personal data of individuals residing in the European Union, regardless of where the company is located.

When should businesses get compliant?

The regulation has been in effect since May 2018, after a two-year transition period.

Who​ ​is​ ​a​ ​Data​ ​Protection​ ​Officer​ ​(DPO)​ ​and​ ​does​ ​my​ ​business​ ​need one?

The DPO is responsible for informing employees of their compliance obligations as well as conducting monitoring, training, and audits required by the GDPR. A DPO needs to be appointed if you:

  • process large amounts of personal data
  • carry out large scale systematic monitoring of individuals or,
  • are a public sector authority

Are all​ ​Freshworks'​ ​products​ ​​compliant, and do these capabilities apply only to companies in the EU?

All Freshworks products and services are compliant, and to help our customers meet their compliance obligations our products have released new features. Read more on GDPR-readiness features on Freshdesk, and click here for more helpful resources on the Freshworks product suite. These product capabilities are not restricted to the EU, but available to all our customers worldwide.

Does​ ​the​ ​GDPR​ ​require​ ​EU​ ​data​ ​to​ ​stay in​ ​the​ ​EU?

No, the GDPR does not require EU personal data to stay in the EU, nor does it place any new restrictions on transfer of personal data outside the EU. Data transfers from the EU to outside can be legitimized in many ways including,

  • EU-US Privacy Shield
  • Model or Contractual clauses

Freshworks uses both the above mentioned methods to legitimize data transfers. Therefore customers do not need to move their data, or restrict data to the EU.

What is the cloud or Software-as-a-Service(SaaS) advantage to meeting data governance policies?

Meeting compliance requires investments in time, effort, cost and expertise. The solution lies in being part of cloud or SaaS ecosystem, that is already operating on a secure model for data management. This provides a safe environment to manage and process your data, and accommodate efforts required to keep pace with changing policies. This way you can focus on the success goals of your business and not worry about infrastructure and security requirements to meet compliance.

How​ ​does​ ​my​ ​business​​ ​benefit​ ​by​ ​complying​ ​with the​ ​GDPR?

GDPR requires fairness, transparency, accuracy, security, minimisation and respect for rights of the individual whose data businesses want to process. The GDPR helps restore consumer trust by governing rules of data protection and rights across the EU. This helps gain customer trust, and they are likely to engage better with the business. Apart from this businesses can capitalize on opportunities through:

  • Cost savings and less complicated policy management by dealing with 1 law, not 28. This otherwise required expenses and efforts dealing with regulations for each member state locally.
  • Consistency in practice of data protection measures both in and outside the EU. This is because the same regulation applies to all businesses, regardless of where they are based out of.
  • The regulation enables innovation to flourish under the new law.

Is consent the only way to process data?

Consent is one way, but it’s not the only way to process data. The GDPR provides other ways of processing data:

  • Contractual necessity
  • Legitimate interests
  • Vital interests

For more information please visit the website of the Information Commissioner's Office

What​ ​do​ ​you​ ​mean​ ​by​ ​‘Right​ ​to​ ​be forgotten’?

Individuals have the right to have their personal data deleted, in the event that it is no longer needed.

What​ ​does​ ​GDPR​ ​mean​ ​by​ ​“data protection​ ​by​ ​design​ ​and​ ​by​ ​default”?

Data protection​ ​by​ ​design​ means, ensuring only that personal data which is required is collected, and also incorporate privacy features and functionality into products and services from the time they are first designed.

Data protection​ ​by​ default means, businesses must implement appropriate measures to mitigate privacy risks at the time of collection of the data, as well us by extending it at the time of processing it.