Heedwell 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 Heedwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's products, which are governed by Zendesk's own privacy policy.
1. Summary
- The App runs entirely 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.
- The App makes no network requests of its own. It reads the open ticket through the Zendesk Apps framework, in the signed-in agent's browser, with that agent's permissions.
- The App keeps nothing outside Zendesk: no copies, archives or indexes of your tickets, comments or files, no browser storage, no background collection, no analytics or usage statistics, no cookies of its own, and no AI services.
- Great Work LLC cannot see your tickets, your customers or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| The reply in the editor: its text, whether it is public or internal, how many files are attached | To run the checks your admin turned on | Read from Zendesk into browser memory when the agent types or presses Submit |
| The open ticket's id, tags, group, brand, form and organization | To match your watch lists | Read from Zendesk into browser memory |
| The requester (name, email, organizations), the CCs (name, email) and the support address the ticket was sent to | To compare addresses and show who will get the reply | Read from Zendesk into browser memory |
| The signed-in agent's id, name, email, role and groups | To apply the group and role scope | Read from Zendesk into browser memory |
| The installation's plan name and settings | To show the plan and apply your rules | Read from Zendesk |
The App writes nothing to Zendesk and keeps nothing: when the agent closes the ticket, everything it held in memory is gone. The confirm window receives the reasons, the recipients and the start of the reply from the sidebar inside the same browser, through the Zendesk Apps framework.
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 API tokens) and keep it in our email system for as long as needed to help you, at most 24 months. Billing 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 own Zendesk account. We have no subprocessors for the App itself; for billing, Stripe and Zendesk act under their own terms.
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 and calls nothing else. It never renders the reply's HTML inside the App (previews are plain text). Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins can restrict the App to specific roles or groups, or uninstall it at any time. The App creates nothing in your account, so uninstalling removes it completely.
- Requests about personal data in your Zendesk account go to your Zendesk 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.