Lessonwell: Privacy Policy
Effective 2026-10-05. Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA. Contact: hello@greatwork.company.
This policy explains what information the Lessonwell app for Zendesk Support (the "App") processes, why, and where it goes. It does not cover Zendesk's, Thinkific's or Teachable's products, which are governed by their own policies.
In short
- The App runs entirely in your agents' browsers inside Zendesk. It talks only to your Zendesk
account (as the signed-in agent) and your Thinkific site or Teachable school (with the token or
key you entered, through Zendesk's app proxy). The token or key is a Zendesk secure setting:
Zendesk inserts it into a request header on the way to
api.thinkific.comordevelopers.teachable.com; it is never sent to agents' browsers and Great Work never sees it. - The App keeps nothing outside Zendesk and your course platform: no copies, archives, caches or indexes, no browser storage, no export, no background processing, no analytics, nothing used to train AI.
- Great Work LLC receives no data from the App. We see only what you send us in a support email and the billing information Zendesk shares with app developers.
What the App processes
| Data | Why | Where it goes |
|---|---|---|
| The ticket's id, status and requester (id, name, email); on user profiles the user's id, name and email | To find the student, and to allow actions only on saved, open tickets | Read from Zendesk into browser memory while the App is open |
| The requester's other verified email identities | To find a student who bought with another address | Read from Zendesk into browser memory |
| The signed-in agent's id, name, email, role and groups; the account's agent count | Permissions, naming the agent in notes, and checking the plan covers your team | Read from Zendesk into browser memory |
| The student's record: id, name, email, created date (Thinkific) | To show the agent who the student is | Read from the course platform into browser memory while the App is open |
| The student's enrollments: course, progress, enrolled, started, completed and access end dates, trial and active flags; on Teachable certificates (issue date, serial) and purchases (plan, amount, currency, date, payment and refund status, refunded amount and date, chargeback, coupon id) | To answer the ticket | Read from the course platform into browser memory. Teachable also returns the student's last sign-in IP address with the record; the App discards it and never shows it |
| Course names and ids; the one promotion chosen for coupons (name, discount, end date) | The enroll picker and the coupon form | Read from the course platform into browser memory |
| An action the agent confirms (enroll, extend or end access, unenroll, create a single-use coupon) | The purpose of the App | Sent to the course platform. Coupons carry the Zendesk ticket number, the student's email and the agent's name in the coupon's note, so your course platform records point back to the ticket |
| A record of each action, with the optional reason the agent typed | Audit trail for your team | One internal note and one lessonwell_* tag on the Zendesk ticket |
Retention
Nothing is retained by the App. Data read for the sidebar disappears when the sidebar closes. Notes and tags written to your Zendesk tickets, and enrollments, access changes and coupons in your course platform, stay in those systems under your control and their retention settings.
Sharing and subprocessors
None. The App sends data only between your browser, your Zendesk account and your course platform. We have no subprocessors for the App itself. Zendesk bills the subscription and shares billing details with us as described in Zendesk's Marketplace terms.
Security
The App has no server or database to breach. It loads the Zendesk Apps framework from Zendesk's
CDN. Course platform requests go through Zendesk's proxy over HTTPS, with the token or key inserted
by Zendesk into a header only, and only for two fixed addresses (api.thinkific.com,
developers.teachable.com). We recommend a token or key made only for Zendesk, with an expiry date
where the platform offers one, and narrowing who may take actions in the App.
Your choices
- Admins decide who may take actions, which actions are on, the days added by an extension and which promotion coupons come from.
- Uninstalling the App deletes the stored token or key; you can also revoke it in Thinkific or Teachable at any time. Notes and tags already on tickets stay until you delete them.
- Requests about personal data in your Zendesk account or course platform go to your organization, which controls that data. We can help you answer them.
- You can ask us for any information we hold about you (in practice, support emails and billing records). Write to hello@greatwork.company.
Changes
We will post changes here with a new effective date, and email account owners about material changes.