Leverwell 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 Leverwell 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 user, with that user's permissions.
- The App reads a ticket, its people and its related tickets only when a user previews or runs an action set on it, and only what the action set's steps need.
- The App keeps nothing outside Zendesk: action sets are stored in the App's settings in your Zendesk account, and the record of each change is an internal note on the ticket. No browser storage, no background collection, no analytics or usage statistics, no cookies of its own, no export features and no AI services.
- Great Work LLC cannot see your tickets, your account or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| The ticket being previewed or changed: requester, organization, CCs, followers, subject, reply-from address, type, problem link, custom field values, last update time | To show the preview and make the change the user approves | Read from Zendesk into browser memory; changes are written back to the ticket |
| Comments on that ticket | Only when a step looks for email addresses in a message, and to find the App's own notes for undo | Read into browser memory while the App is open |
| Users: the requester, CCs and followers (name, email, role, default organization, user fields), users looked up by an email address a step uses, and their organization memberships | To set the requester, CCs and organization, and to copy user field values | Read into browser memory; setting a requester or CC by an address with no Zendesk user creates that end user in your account (Zendesk's behavior) |
| Organizations: name, domains, organization fields | To set the organization and copy organization field values | Read into browser memory |
| Related tickets a step names (incidents, child tickets, tickets in a lookup field, the problem ticket) | To copy values to or from them | Read into browser memory; changes are written back |
| For runs on many tickets: the tickets in the chosen view or search | To preview and run the action set on them | Read into browser memory, one ticket at a time |
| Account configuration: ticket, user and organization fields; support addresses; groups; agents; organizations; schedules and holidays; active views | To set up steps and show names instead of ids | Read into browser memory |
| Change records: for each change, the run id, the action set name, the name and id of the user, the time, and the before and after values of the changed properties (which can include names, email addresses and field values) | So the change can be reviewed and undone | An internal note on the changed ticket in your Zendesk account |
| Action sets: names, descriptions, steps (which can include email addresses and domains an admin types), groups | To offer them to agents | The App's settings in your Zendesk account |
| The installation's plan name, and the signed-in user's id, name, role, groups and time zone | To apply plan limits, show the right action sets, compute "today", and record who made a change | Read from Zendesk; name and id are written in change notes |
When you close the App, everything it held in memory is gone. Change notes stay on your tickets and action sets stay in the App's settings, under your control.
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. It shows ticket and user data as plain text. It changes a ticket only after a user approves a preview, and every change is a Zendesk "safe update" that fails if the ticket changed after the preview. 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, limit each action set to groups, or uninstall the App at any time. Uninstalling removes the action sets and leaves tickets and their notes as they are; notes can be deleted or redacted with Zendesk's own tools.
- 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.