Feirawell for VTEX: Privacy Policy
Effective 2026-10-03. Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA. Contact: hello@greatwork.company.
This policy explains what information the Feirawell app for Zendesk Support (the "App") processes, why, and where it goes. It does not cover Zendesk's or VTEX's products, which are governed by their own policies.
In short
- The App runs entirely in your agents' browsers inside Zendesk. It talks only to your Zendesk account (as the signed-in agent) and your VTEX account or accounts (with the app key and token you entered, through Zendesk's app proxy). The key and token are Zendesk secure settings: Zendesk inserts them into request headers on their way to your-account.vtexcommercestable.com.br; they are never sent to agents' browsers and Great Work never sees them.
- The App keeps nothing outside Zendesk and VTEX: no copies, archives, caches or indexes, no browser storage, no export, no background processing, no analytics, nothing used to train AI.
- Great Work LLC receives no data from the App. We see only what you send us in a support email and the billing information Zendesk shares with app developers.
What the App processes
| Data | Why | Where it goes |
|---|---|---|
| The ticket's id, brand, subject, first message and requester (name, email); on user profiles the user's id, name, email | To find the requester's orders (by email, by CPF/CNPJ and order ids written in the ticket) and choose the VTEX account | Read from Zendesk into browser memory while the App is open |
| The requester's other email identities | To match orders placed with any of their addresses | Read from Zendesk into browser memory |
| The signed-in agent's id, name, role, groups and language | Permissions, the interface language, and naming the agent in notes | Read from Zendesk into browser memory |
| VTEX orders returned by VTEX's search for those emails, documents and order ids: order id, dates, status, customer name, email, CPF/CNPJ and phone, items, prices, totals, payment method, installments and last card digits, bank slip or payment links, shipping or pickup address, invoices and tracking | To show the requester's orders to the agent. Orders that are not the requester's are discarded in memory and never shown; for an order id from the ticket that belongs to someone else, the agent sees only that it exists and a masked email | Read from VTEX into browser memory while the App is open |
| An action the agent confirms (order note, start handling, cancel with a reason) | The purpose of the App | Sent to VTEX. An order note carries the agent's name, the Zendesk ticket id and a one-time reference |
| A record of each action | Audit trail for your team | One internal note and one feirawell_* tag on the Zendesk ticket |
Retention
Nothing is retained by the App. Data read for the sidebar disappears when the sidebar closes. Notes and tags written to your Zendesk tickets and VTEX orders stay in those systems under your control and their retention settings.
Sharing and subprocessors
None. The App sends data only between your browser, your Zendesk account and your VTEX account. We have no subprocessors for the App itself. Zendesk bills the subscription and shares billing details with us as described in Zendesk's Marketplace terms.
Security
The App has no server or database to breach and installs nothing in VTEX. It loads the Zendesk Apps framework from Zendesk's CDN. VTEX requests go through Zendesk's proxy over HTTPS, with the key and token inserted by Zendesk into request headers only, and only for your account's vtexcommercestable.com.br host. We recommend an app key with a role limited to the resources in the setup guide.
Your choices
- Admins decide who may take actions and which actions are on.
- Uninstalling the App deletes the stored key and token; you can also revoke the key in VTEX. Notes and tags already on tickets and orders stay until you delete them.
- Requests about personal data in your Zendesk or VTEX account go to your organization, which controls that data. We can help you answer them.
- You can ask us for any information we hold about you (in practice, support emails and billing records). Write to hello@greatwork.company.
Changes
We will post changes here with a new effective date, and email account owners about material changes.