Meterwell: Time to Harvest, Toggl and Clockify: 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 Meterwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's, Harvest's, Toggl's or Clockify's products, which are governed by their own 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 the one time tool your admin connects (Harvest, Toggl Track or Clockify), with the token your admin provides.
- Your token is stored by Zendesk as a secure setting. Zendesk adds it to requests on their way to the tool's API; it is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and your time tool: 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 open ticket's id, subject, status, type, priority, group, form, organization, tags, update stamp and the Meterwell field | To decide the project, task and billable flag, and to write safely | Read from Zendesk into browser memory while the App is open |
| The open ticket's change history for the Time Tracking app's "Total time spent" field (who changed it, when, old and new value) | To know how much time each agent tracked and what is not sent yet | Read from Zendesk (the ticket's audits) into browser memory |
| The names and emails of the agents whose time is on the ticket | To post time as the right person in the tool, or name them in the notes | Read from Zendesk into browser memory |
| The ticket's organization name and its Meterwell project field | To send time to the organization's project | Read from Zendesk |
| The tool's projects, clients, tasks and users (names, emails, ids) | To let admins and agents pick a project, and to match agents by email | Read from the tool into browser memory while a picker or the sidebar is open |
| Each entry the App sends: duration, date, start time, the tool user, project, task, billable flag, the ticket number, its link, the subject if your admin allows it, an agent's optional note, the agent's name when posted as the token's user, and a short random marker | The purpose of the App | Sent to your time tool |
| For each entry: the tool, the entry id, the time it covers, the agent, project, task, billable flag, status and marker | So time is never sent twice and every agent sees what was sent | Written to the Meterwell ticket field in your Zendesk account |
| An organization's project id, task id and project name | So every ticket of that organization goes to the same project | Written to the Meterwell organization field in your Zendesk account (admins only) |
| For admins who run the connection check: the token user's name and email, the account or workspace name, and how many projects and users the token can see | To confirm the setup | Read from the tool into browser memory |
| The installation's plan name and settings (not the token), the agent's id, name, email, role, groups and time zone, and your account's agent count | To show the plan, check its agent band, apply who may take actions and date entries in the agent's time zone | Read from Zendesk |
The App sends time one ticket at a time: when an agent presses Send, or when the agent's own save or solve of that ticket triggers it (your admin's choice). It never reads or sends tickets nobody has open. When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk account and your time tool 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 the API of the time tool your admin connects (api.harvestapp.com, api.track.toggl.com, or Clockify's API at api.clockify.me or your regional host). 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. Requests to your time tool go through Zendesk's proxy over HTTPS with the token in a secure setting that may only be used in a request header, and only for the tools' API hosts. In the App, admins choose who may act, every manual write shows what will be sent before it is sent, and entries your tool has locked (approved or invoiced) cannot be changed from Zendesk. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose the tool, when time is sent, whether the subject is included, who may take actions, and can uninstall at any time. Uninstalling deletes the stored token and the Meterwell ticket and organization fields; you can also revoke the token in your tool. Entries already in your tool stay until you delete them there.
- Requests about personal data in your Zendesk account or your time tool 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.