Paketwell for Billbee: 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 Paketwell app for Zendesk Support (the "App") processes, why, and where it goes. It does not cover Zendesk's or Billbee'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 Billbee account (with the username, API password and API key you entered, through Zendesk's app proxy). The API password and API key are Zendesk secure settings: Zendesk inserts them into request headers on their way to app.billbee.io; they are never sent to agents' browsers and Great Work never sees them.
- The App keeps nothing outside Zendesk and Billbee: 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, subject, first message and requester (name, email); on user profiles the user's id, name, email | To find the requester's orders (by email, by exact name for marketplace buyers, and by order numbers written in the ticket) | Read in the agent's browser only while the sidebar is open |
| The requester's other email addresses and phone numbers (Zendesk identities) | To search every address and to confirm marketplace orders whose email is a relay address | Same |
| The current agent's id, name, role, groups and language | To apply your action rules, name the agent in notes and Billbee comments, and pick the language | Same |
| Billbee customers found for those emails and that name: customer id, name, emails, phone | To decide whether a customer is the requester. Customers who aren't are dropped in memory and never shown | Read in the agent's browser only while the sidebar is open, then discarded |
| Billbee orders of the matching customers and orders whose numbers the ticket names: order and invoice numbers, channel, state, dates, buyer name, email and phone, delivery and invoice address, items, prices, payment method and amount paid, shipments with tracking, order comments and tags | To show the agent the requester's orders. An order the ticket names whose buyer isn't the requester is listed by number with a masked email, never shown | Same |
| An action the agent confirms (an internal comment on an order, a state change) | The purpose of the App | Sent to Billbee |
| A record of each action | Audit trail for your team | One internal note and one paketwell_* tag on the Zendesk ticket |
Comments, states, notes and tags written to your Zendesk tickets and Billbee orders 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 Billbee 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 and installs nothing in Billbee. It loads the Zendesk Apps framework from Zendesk's CDN. Billbee requests go through Zendesk's proxy over HTTPS, with the API key and API password inserted by Zendesk into the request headers only, and only for app.billbee.io.
Your choices
- Admins decide who may take actions, which actions are on and which states agents may set.
- Uninstalling the App deletes the stored API password and key; you can also change the API password or ask Billbee to revoke the key. Notes, tags and comments already on tickets and orders stay until you delete them.
- Requests about personal data in your Zendesk or Billbee 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.