Hourwell 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 Hourwell 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.
- Every request the App makes goes to your own Zendesk account, as the signed-in agent, with that agent's permissions.
- Timer definitions and calendars are stored in the App's installation settings in your Zendesk account. Each ticket's timer clocks are stored on the ticket, in two ticket fields and tags the App installs. Nothing is kept anywhere else: no copies, archives or indexes of your tickets, no browser storage, no analytics or usage statistics, no cookies of its own, and no AI services.
- Great Work LLC cannot see your tickets, your customers, your timers or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| Timer definitions (names, conditions, goals, actions including email subjects and bodies an admin writes) and calendars (time zones, working hours, holiday names) | The purpose of the App | Your Zendesk account: the App's installation settings, and the Zendesk triggers the App creates from them |
| Each ticket's clocks: per timer, when the current stint started, working time counted, whether it is paused, and the next armed deadline | To show countdowns and fire deadlines on time | On the ticket, in the "Hourwell: timer clocks" field, the "Hourwell: next deadline (UTC date)" field and hourwell_ tags. No names or customer data |
| The ticket's status, custom status, group, assignee id, priority, type, form, brand, tags and the ticket fields your timers use, and the ticket's audit history (the list of changes) | To rebuild each clock exactly from the ticket's history | Read from Zendesk into browser memory while the App is open. Comment text that appears in the history is not used or kept |
| Tickets that carry Hourwell tags, found with Zendesk search | To keep their clocks current and fire deadlines | Read from Zendesk into browser memory, a few times an hour while Zendesk is open |
| Groups, custom ticket statuses, forms, brands, ticket fields and (admins only) the list of agents | For the timer editor | Read from Zendesk into browser memory |
| Your account's triggers, trigger categories and automations (admins only) | To create or repair the App's own rules | Read from Zendesk; the App writes only its own triggers, one category and one automation |
| The installation's plan name and settings, and the signed-in agent's id, name, role, groups and time zone | To show the plan, read the timers, decide whose session acts first on a ticket, and show times in the agent's zone | Read from Zendesk into browser memory |
When you close Zendesk, everything the App held in memory is gone. Data the App wrote into Zendesk stays there, under your control, and follows your Zendesk retention and deletion settings.
Emails: the App sends none. Warning and breach emails that an admin configures are sent by your own Zendesk, through the triggers the App created, to agents and groups only.
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 only your Zendesk account. Text is shown as plain text, never as HTML. Every ticket write is a Zendesk safe update, so the App never overwrites a change someone else made at the same moment. 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, turn timers off, or uninstall the App at any time. Uninstalling removes the two Hourwell fields and the clocks stored in them (they remain in each ticket's history), the App's bucket automations and its views; admins then delete the "Hourwell timers (managed by the app)" trigger category with its triggers and the "Hourwell: next deadline reached (daily safety net)" automation. Tags and any changes the triggers made stay in Zendesk until you delete them.
- 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.