I have to develop a custom app that anonymises a contact when he has not been active for a certain amount of time (e.g : 3 years). I have found an app (GDPR assistant) that can track a contact’s last activity and delete inactive ones after a given time. But what I need is just to rename the contacts, not to delete them.
If this app exists, then it is possible to get a contact’s last activity, so how can I do so?
I think that just ”renaming” contact isnt enough. Conversations back and forth through tickets (description and replies) are full of contact details and Freshdesk (as far as I know) do not support modifying ticket replies from API.
So, just rename the contact only is like doing 20% of the case.
Zendesk do have this feature called Ticket Redaction.