Huddlewell 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 Huddlewell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's or Calendly'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 Calendly account (as the Calendly user your admin connected).
- Zendesk connects to Calendly with Calendly's own app sign-in (OAuth) and keeps the Calendly token, or, if your admin chose token mode, keeps the personal access token as a secure setting. Zendesk adds it to requests on their way to api.calendly.com; it is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and Calendly: 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, status, group and brand, and the requester's id, name and email (or, in the user sidebar, the user's) | To find the person's meetings, suggest an event type and log actions on the ticket | Read from Zendesk into browser memory while the App is open |
| The requester's other verified email addresses (up to 3 in total), unless your admin turns this off | To find meetings booked with another address | Read from Zendesk into browser memory |
| The connected Calendly user's name, email, organization and role | To show who is connected and whose meetings the connection covers | Read from Calendly into browser memory |
| Calendly meetings booked with those email addresses (at most 10 upcoming and 5 past per address): event name, times, status, location and join link, hosts' names and emails, cancellation details | To show the meetings on the ticket | Read from Calendly into browser memory |
| The invitee record on each of those meetings: name, email, time zone, booking answers, no-show mark, reschedule link, UTM tracking values | To show their time zone and answers, offer the reschedule link and show the ticket a booking came from | Read from Calendly into browser memory |
| Your active event types (name, duration, owner) | To offer booking links | Read from Calendly into browser memory |
| Single-use booking links the agent creates; cancellations with the agent's reason; no-show marks and their removal | The actions agents choose | Created in your Calendly account; Calendly emails the invitee and host about a cancellation |
| The ticket number as a UTM value on booking links (unless your admin turns this off) | So a booked meeting shows which ticket it came from | Part of the link the customer receives; stored by Calendly with the booking |
| An internal note and a tag for each action, with the agent's name, the meeting and the reason | So your team can see what was done | Written to the ticket in your Zendesk account |
| The text the agent inserts into a reply (the link and your reply wording) | To share the link | Placed in the agent's reply draft; sent only when the agent submits the reply |
| The number of agents and admins in your Zendesk account; the installation's plan name and settings; the agent's id, name, email, role, groups and time zone | To check the plan, apply who may act, name the agent in notes and show times in the agent's zone | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk and Calendly 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 your own Calendly 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. Calendly requests go through Zendesk's proxy, which holds the credential and only sends it to api.calendly.com, the one outside address in the App's manifest. Admins choose who may act and which actions exist; canceling needs a confirmation and a reason. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may act, which actions exist, which event types are offered, whether other email addresses are looked up and whether links carry the ticket number, and can uninstall at any time. Uninstalling deletes the stored Calendly connection; remove the App under Integrations in Calendly as well (or revoke the personal access token). Notes and tags on tickets, and meetings, links and no-show marks in Calendly, stay until you delete them.
- Requests about personal data in your Zendesk or Calendly 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.