Lanewell 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 Lanewell 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.
- The App reads tickets live to draw boards and calendars and keeps them in browser memory only while the board is open. It stores only board layouts, inside your Zendesk account. 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 boards or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| Tickets in the board's view or saved search (Zendesk returns standard ticket fields; the App uses the id, subject, status, custom status, priority, type, assignee, group, requester id, tags, due date, created and updated times and custom field values) | To draw the board and the calendar | Read from Zendesk into browser memory while the board is open, at most 1,000 per board |
| Names of the requesters and assignees on the board, ticket fields and options, custom statuses, assignable groups, the views the agent can open, and (when an admin pins assignee columns) the agent list | To label columns, lanes and cards | Read from Zendesk into browser memory for the session |
| The change an agent makes by dragging a card (status, custom status, group, assignee, priority, type, a field value, a due date or a date field) | The purpose of the App | Written to the ticket in your Zendesk account, like any ticket update |
| Board layouts: name, source view id or search text, columns, swimlanes, column order, hidden columns, WIP limits, card lines, calendar date field, and for shared boards the group ids that see them | To save boards | Shared boards: the App's own settings in your Zendesk. Personal boards: the "Lanewell: saved boards" field on the agent's own Zendesk profile |
| The installation's plan name and settings, and the signed-in agent's id, name, role, groups and time zone | To show the plan, apply settings, show shared boards for the agent's groups, and show dates in the agent's zone | Read from Zendesk; not stored |
When you close the board, 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.
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. Ticket subjects and field values are shown as plain text, never as HTML. Every ticket change 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, or uninstall it at any time. Uninstalling removes the "Lanewell: saved boards" user field with every personal board in it and the App's settings with every shared board. Ticket changes agents made with the App stay in Zendesk, in each ticket's events, like any other update.
- Agents can delete their own boards in the App; admins can delete shared boards.
- 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.