Assentwell for Zendesk: Privacy Policy
Effective date: October 1, 2026 Publisher: Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA Contact: hello@greatwork.company
This policy explains what information the Assentwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's or Docusign's products, which are governed by their own privacy policies.
1. Summary
- The App runs in your browser inside Zendesk Support, through the Zendesk Apps framework. Great Work LLC operates no server for it and receives no data from it.
- It reads from and writes to two places only: your Zendesk account (as the signed-in agent, with that agent's permissions) and your Docusign account (as the Docusign user your admin connected).
- Zendesk connects to Docusign with its own app sign-in (OAuth) and keeps the Docusign token. It adds the token to requests on their way to Docusign's servers; the token is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and Docusign: no copies, archives, caches or indexes, no browser storage, no background collection, no analytics or usage statistics, no cookies of its own, no export, and no AI services.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| The ticket's id, subject, status and requester (name, email) | To address the envelope, name the ticket in Docusign and log the envelope on the ticket | Read from Zendesk into browser memory while the App is open |
Only when a template asks for them (data labels starting with zd_): the requester's phone and named user fields, their organization's name and named organization fields, named ticket fields, the agent's name and email, today's date | To fill the template's fields; the agent sees every value before sending | Read from Zendesk into browser memory; sent to Docusign as part of the envelope the agent confirms |
| The ticket's attachments (file names, sizes), and the bytes of one attachment when the agent chooses it | To send that document for signature | Read from Zendesk into browser memory; the chosen document is sent to Docusign |
| A file the agent picks on their computer | To send it for signature | Read in browser memory; sent to Docusign |
| The connected Docusign user's name and email, their account name, id and site; template names and descriptions; a template's roles and field labels | To show which account sends, offer templates and fill them | Read from Docusign into browser memory |
| Envelope status, each signer's name, email and status, signing, decline and void times and reasons | To show where each envelope stands | Read from Docusign into browser memory |
| For each envelope sent from a ticket: envelope id, document or template name, subject, first signer's name and email, sender agent, dates, last status | So the ticket knows its envelopes | A hidden ticket field the App creates at install, in your Zendesk account |
| An internal note and tags for each send, reminder, void and outcome, with the agent's name; the signed PDF when your admin keeps that setting on | So your team can see what was done and keep the signed copy with the ticket | Written to the ticket in your Zendesk account |
| The number of agents and admins in your Zendesk account; the installation's plan name and settings; the agent's id, name, email, role, groups and time zone | To check the plan, apply who may send, name the agent in notes and date prefilled fields | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk and Docusign accounts under your control and their retention settings.
3. What Great Work LLC receives
Nothing from the App. If you email us for support, we receive what you send (we ask you not to send documents, customer data, passwords or credentials) and keep it in our email system for as long as needed to help you, at most 24 months. Billing for the App is handled by Zendesk through Stripe; we receive the subscription records Stripe provides to sellers (your Zendesk domain, the plan, payment status and billing contact), which we keep as long as tax and accounting law requires.
4. Sharing
We do not sell, rent or share personal information. The App sends data only to your Zendesk account and to your own Docusign account; Docusign then emails the signers you chose. We have no subprocessors for the App itself.
5. AI and model training
The App uses no AI services, and no data processed by the App is used to train any model.
6. Security
The App has no server or database to breach. It loads the Zendesk Apps framework from Zendesk's CDN. Docusign requests go through Zendesk's proxy, which holds the token and only sends it to Docusign's account server and its regional API sites listed in the App's manifest. Admins choose who may send and which actions exist, and every action needs a confirmation. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may send, which actions exist, which templates are offered and whether the signed PDF is attached, and can uninstall at any time. Uninstalling deletes the stored Docusign connection and the App's ticket field with its values; remove the App under Connected Apps in Docusign as well. Notes, tags and attachments already on tickets, and envelopes in Docusign, stay until you delete them.
- Requests about personal data in your Zendesk or Docusign account go to your administrator, who controls that data. Questions about this policy: hello@greatwork.company.
- If you are in the EEA, UK or California, you have rights to access, correct and delete personal information we hold about you (in practice, support emails and billing records). Write to us.
8. Changes
We will post changes here with a new effective date and, for material changes, email the billing contact of each paying account at least 14 days before they apply.