Funilwell 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 Funilwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's or RD Station'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 RD Station CRM account (with the API token of the RD Station user you choose).
- Your RD Station token is stored by Zendesk as a secure setting. RD Station CRM only accepts the token in the request address, so Zendesk's proxy adds it there on the way to RD Station's API (crm.rdstation.com) and sends it nowhere else. Agents' browsers only see a placeholder, and Great Work never sees the token.
- The App keeps nothing outside Zendesk and RD Station: 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 and requester (name, email); on user profiles the user's id, name, email | To find the matching RD Station contact and to link RD Station records back to the ticket | Read from Zendesk into browser memory while the App is open |
| The requester's other email addresses (identities), at most 3 are looked up | To match every address they use | Read from Zendesk into browser memory |
| The number of agents and admins in your Zendesk account | To check that your plan covers your team | Read from Zendesk into browser memory |
| RD Station contacts matching those emails, or that an agent searches by email, name or id (at most 10 results); for the contact shown: name, job title, emails, phones, company name and website, legal bases (LGPD), creation date, up to 5 deals (name, status, pipeline, stage, value, owner, expected close date, stalled flag), open tasks on up to 3 of them (subject, type, due date, owners), the latest 5 notes on each of those (text, date, author); RD Station users (names and emails) and pipelines with their stages | To show the CRM picture to the agent | Read from RD Station into browser memory while the App is open |
| An action the agent confirms (create a contact, add a note to a deal, create a deal, record an opt-out) | The purpose of the App | Sent to your RD Station CRM account. Notes and new deals carry the ticket number and link, optionally the ticket subject, the agent's name and what the agent typed; never the ticket conversation |
| An internal note and a tag describing each action, with the agent's name | So your team can see what was done | Written to the ticket in your Zendesk account |
| The installation's plan name and settings (not the token), the account subdomain, and the agent's id, name, email, role, groups and language | To show the plan, apply who may take actions, name the agent in notes, pick the language and match the agent to their RD Station user | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk and RD Station 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 customer data, passwords or tokens) 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 the RD Station CRM API of your own RD Station account. 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. RD Station requests go through Zendesk's proxy with the token in a secure setting that can only be used in the request address and only for crm.rdstation.com. Because RD Station CRM takes the token in the address, we recommend a dedicated RD Station user for the App, with the visibility you want agents to have, and restricting the App to the Zendesk roles and groups that need it; the setup guide explains how. Admins choose who may take actions and which actions exist, every action needs a confirmation, and recording an opt-out is off by default. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may take actions, which actions exist and the language, and can uninstall at any time. Uninstalling deletes the stored token from Zendesk; deactivate the RD Station user if you no longer need it. Notes and tags already on tickets, and records created in RD Station, stay until you delete them.
- Requests about personal data in your Zendesk or RD Station account go to your administrator, who controls that data (under the LGPD, your company is the controlador). Questions about this policy: hello@greatwork.company.
- If you are in Brazil, the EEA, the 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.