Pagowell: 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 Pagowell app for Zendesk Support (the "App") processes, why, and where it goes. It does not cover Zendesk's or Mercado Pago'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 Mercado Pago account or accounts (with the access tokens you entered, through Zendesk's app proxy). The tokens are Zendesk secure settings: Zendesk inserts them into the Authorization header on the way to api.mercadopago.com; they are never sent to agents' browsers and Great Work never sees them.
- The App keeps nothing outside Zendesk and Mercado Pago: 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, brand, subject, first message, requester (name, email) and, if you set one, the order reference ticket field; on user profiles the user's id, name, email | To find the requester's payments (by email, by documents and payment ids written in the ticket, by the order reference) and choose the Mercado Pago account | Read from Zendesk into browser memory while the App is open |
| The requester's other email identities | To match payments made with any of their addresses | Read from Zendesk into browser memory |
| The signed-in agent's id, name, role, groups and language | Permissions, the interface language, and naming the agent in notes | Read from Zendesk into browser memory |
| The Mercado Pago seller's id and country (users/me) | To check each token belongs to the country it was entered for, and to read chargebacks (Mercado Pago requires the seller id) | Read from Mercado Pago into browser memory |
| Payments returned by Mercado Pago for those emails, documents, payment ids and references: payment id, dates, status, amounts and refunds, method, installments and last card digits, payer name, email and document, description and order reference, Pix or boleto links; claims and chargebacks on disputed payments; subscriptions registered with the requester's email | To show the requester's payments to the agent. A payment that is not the requester's is discarded in memory and never shown; if a search returns anyone else's payment, the whole search result is discarded. For a payment id from the ticket that belongs to someone else, the agent sees only that it exists and a masked email | Read from Mercado Pago into browser memory while the App is open |
| An action the agent confirms (refund with a reason, cancel an unpaid payment, pause, resume or cancel a subscription, create a payment link with a description and amount) | The purpose of the App | Sent to Mercado Pago. A payment link carries the Zendesk ticket id as its reference and the requester's email as the payer |
| A record of each action | Audit trail for your team | One internal note and one pagowell_* tag on the Zendesk ticket; a payment link is also added to the agent's reply draft |
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 refunds, status changes and payment links in Mercado Pago, 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 Mercado Pago account. 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. Mercado Pago requests go through Zendesk's proxy over HTTPS, with the token inserted by Zendesk into the Authorization header only, and only for api.mercadopago.com. Mercado Pago access tokens cannot be limited to some permissions, so we recommend a dedicated Mercado Pago application for Zendesk (its token can be renewed on its own), narrowing who may act in the App and setting refund limits.
Your choices
- Admins decide who sees payments, who may take actions, which actions are on and the refund limits.
- Uninstalling the App deletes the stored tokens; you can also renew the application's credentials in Mercado Pago. Notes and tags already on tickets stay until you delete them.
- Requests about personal data in your Zendesk or Mercado Pago account 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.