Helmwell: Remote Support for TeamViewer: 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 Helmwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's or TeamViewer's products, which are governed by their own 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 TeamViewer account (with the script token you provide).
- Your token is stored by Zendesk as a secure setting. Zendesk adds it to requests on their way to webapi.teamviewer.com; it is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and TeamViewer: 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, requester (id, name, email), group, update stamp and the Helmwell field | To list the ticket's sessions, pick the TeamViewer group and write safely | Read from Zendesk into browser memory while the App is open |
The requester's other tickets that carry the helmwell_session tag (id, subject, status, the Helmwell field) | To show the requester's earlier sessions | Read from Zendesk (one search) into browser memory |
| Each session: code, state, customer and technician links, validity, the end customer name TeamViewer holds, group and assigned user ids | To show the session and its status | Read from TeamViewer into browser memory while the App is open |
| Each connection made with a session code: technician name and id, device name, start and end time, the technician's notes, the service case, the customer's rating and comment | To show the report and, when an agent confirms, log it on the ticket | Read from TeamViewer into browser memory |
| A session an agent confirms: the TeamViewer group, the assignee, how long the code works, a description (the ticket number and link, the agent's name, the subject if your admin allows it), the requester's name and email only as the agent chooses, the waiting message, and a random marker with the ticket id | The purpose of the App | Sent to your TeamViewer account |
| Session codes, the state last saved, how many connections are logged, and the day each was created | So sessions survive between visits | Written to the Helmwell ticket field in your Zendesk account |
An internal note and helmwell_* tags for each action, with the agent's name, and the session report the agent logs | So your team can see what was done | Written to the ticket in your Zendesk account |
| The join link and code, put into the agent's reply editor | So the agent can send it | The agent's editor; nothing is sent until the agent sends the reply |
| For admins who run the connection check: whether the token is valid and can read users or groups, and the group and user ids on your newest sessions | To help set the mappings and keep the token narrow | Read from TeamViewer into browser memory |
| The installation's plan name and settings (not the token), the agent's id, name, email, role and groups, and your account's agent count | To show the plan, check its agent band, apply who may take actions, map the technician and name the agent | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk account and your TeamViewer account 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 TeamViewer Web API. 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 and installs nothing in TeamViewer. It loads the Zendesk Apps framework from Zendesk's CDN. TeamViewer requests go through Zendesk's proxy over HTTPS with the token in a secure setting that may only be used in a request header, and only for webapi.teamviewer.com. The setup guide asks for a token with only session management and connection reporting, so the token can't reach devices, users, policies or anything else in your TeamViewer account, and the admin check warns if it can read users or groups. In the App, admins choose who may act, closing can be switched off, and every write 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 take actions, what is sent to TeamViewer by default, and can uninstall at any time. Uninstalling deletes the stored token and the Helmwell ticket field; you can also delete the token in TeamViewer. Notes and tags on tickets and everything in TeamViewer stay until you delete them.
- Requests about personal data in your Zendesk account or TeamViewer 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.