Data privacy settings provided by DESK Managed

DESK Managed cluster administrators have access to a number of data-privacy settings that affect the sharing of sensitive end-user data. All settings are enabled by default. Proper configuration of these settings depends on the unique needs of your organization. In addition to pro-active support settings, you'll also find settings related to new Community-user setup and domain name management. Please see below for details on the available controls.

To ensure GDPR compliance, you must be aware of what personal data is captured by DESK and you must configure DESK to protect personal data.

To configure data privacy settings within your Managed environment, go to Settings > Preferences.

Note: You must have cluster administrator privileges to access the Preferences page.

Pro-active support

Report usage and billing information

Each DESK Managed cluster reports license-relevant consumption data such as number of host units, synthetic monitors, and user sessions for each environment.

Report information about monitored technologies and feature usage

DESK proactively sends alerts for incompatibilities or technology-specific risks related to your environment. DESK can report information about installed OneAgent versions, process technologies, hosts, ActiveGates, and other related entities and configurations. The retrieved information may be used for support and to improve DESK offerings. DESK may use this data (if aggregated and it can't be used to identify end users) for industry analyses, benchmarking, and analytics. Learn more about how DESK sends information about monitored technologies in your environment.

Report DESK cluster health

When enabled, DESK clusters send status information, including cluster IDs, privacy flags, time zones, traffic levels, and maintenance windows. Server state, including number of CPU cores, CPU load, and used/free storage are reported on a per-cluster basis.

Report cluster and OneAgent events to DESK Support

For each event, clusters send type, severity level, time stamp, and description detail so that DESK Support can remotely analyze and address problems or incompatibilities in your environment. When disabled, your organization is responsible for monitoring system events and collecting log files necessary for problem resolution prior to contacting DESK Support.

Allow DESK Support remote access to environment monitoring settings

In the case of detected events, DESK Support can remotely check the monitoring settings of your cluster configuration.

Allow DESK Support to change your configuration

When enabled, DESK Support can remotely optimize your environment's monitoring settings to ensure optimum performance and stability.

DESK deployment health monitoring

DESK Managed installations contain a DESK OneAgent that provides self-monitoring of cluster health.

Help us improve DESK for your users by sending usage data from browsers

DESK uses Woopra (a customer-analytics provider headquartered in San Francisco, California) to analyze the usage of DESK Managed and provides customers with better experience. Woopra utilizes cookies that are stored on each end user’s computer. Thereby, information such as IP address, geolocation, browser or device type, along with user-action details within DESK Managed are captured. Disabling this setting prevents such usage data from being sent.

DESK Community settings

The DESK Community provides an Internet forum for customers and digital performance experts to connect with each other and share ideas. Registered users can ask questions and view answers at DESK Answers and create tickets for DESK Support.

Integrate DESK Help and Answers user-forum content into in-product search results

The search bar in the Managed UI can be used to query content in both the DESK Answers user forum and within our online documentation. When disabled, users must to search these sites independently to find answers to their questions.

Manage domain name & SSL certificates

Enable management of domain name and SSL certificates

Enable this setting to generate a domain name (a subdomain of desk-managed.com) with a trusted certificate for your DESK Managed cluster. All users in your environment can then access DESK at <prefix>.desk-managed.com. Please note that this process may take a few minutes. Once complete, you'll be able to access the new URL. Disabling this option results in SSL certificates and the cluster URL being rolled back to the previous version. Remember to update your SSO IdP settings with this URL.