Optwell 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 Optwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's, Klaviyo's or ActiveCampaign'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 three places only: your Zendesk account (as the signed-in agent, with that agent's permissions), your own Klaviyo accounts and your own ActiveCampaign account (with the API keys you create).
- The keys are stored by Zendesk as secure settings. Zendesk adds them to requests on their way to
a.klaviyo.comor your<account>.api-us1.comaddress; they are never sent to agents' browsers and Great Work never sees them. - The App keeps nothing outside Zendesk and your marketing platforms: no copies, archives, caches or indexes, no browser storage, no export, no background work, no usage statistics.
2. What the App processes, why, and where it stays
| Data | Why | Where it stays |
|---|---|---|
| The ticket's id, brand and requester (id, name, email); on user profiles the user's id, name and email | To pick the marketing account for the brand and find the person's profile | Read from Zendesk into browser memory while the App is open |
| The person's email addresses and phone numbers (Zendesk identities) | To find the profile by every address and, in Klaviyo, by phone for SMS-only subscribers | Read from Zendesk into browser memory |
| The matching Klaviyo profile or ActiveCampaign contact: name, email, phone, email and SMS marketing consent with its date and method, suppressions and bounces, list memberships and the lists left (with dates and unsubscribe reasons), and the newest received, opened and clicked email and SMS events with their date and campaign name | To show the agent whether marketing can still reach the person | Read from your marketing platform into browser memory while the App is open |
| A consent change the agent confirms (unsubscribe, list unsubscribe, suppression, or a resubscribe with the consent record the agent types) | The purpose of the App | Sent to your marketing platform for that one person |
An internal note and optwell_* tags for each change: agent, time, account, reason, the status read back, and for a resubscribe the consent record | Audit trail for your team | On the Zendesk ticket |
| The installation's plan name and settings (not the keys), the count of agents and admins, the account subdomain, and the agent's id, name, email, role and groups | To check the plan, apply who may take actions and name the agent in notes | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk and marketing accounts under your control and their retention settings. Klaviyo receives the ticket number and the agent's name as the source of a resubscribe.
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 keys) 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 APIs of your own Klaviyo and ActiveCampaign accounts. 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 marketing platforms go through Zendesk's proxy with the keys in secure settings that can only be used in request headers and only for the two API hosts. The App changes marketing consent only, for one person at a time, after an agent confirms; it never deletes or edits profiles and never acts on lists or segments in bulk. Admins choose who may take actions and which actions exist; resubscribing is off until an admin turns it on. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may take actions, which actions exist, whether engagement and phone lookups are on, and which brand uses which account, and can uninstall at any time. Uninstalling deletes the stored keys; delete them in Klaviyo and ActiveCampaign as well. Notes, tags and consent changes already made stay until you change them.
- Requests about personal data in your Zendesk, Klaviyo or ActiveCampaign 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.