Panewell 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 Panewell app for Zendesk Support (the "App") processes, where it goes, and your choices. It covers only the App, not Zendesk's products or the BI tools you connect, which are governed by their own privacy policies.
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.
- It reads the ticket, user or organization on screen and builds the dashboard links your admin set up. Your browser then loads those links from the hosts your admin allowed.
- The only data that leaves Zendesk is what your admin puts in those links: the Zendesk values chosen as filters (for example a requester's external ID or email), sent to the BI tool or page your admin configured, as part of the link.
- The App stores only panel settings, in the App's own settings in your Zendesk account. No copies, archives or indexes of customer data, no browser storage, no analytics or usage statistics, no cookies of its own, and no AI services.
2. What the App processes, and why
| Data | Why | Where it goes |
|---|---|---|
| Values from the record on screen that panels use: ticket id, brand, group and custom field values; the requester's or profile user's id, name, email, external ID and user field values; the organization's id, name, external ID and organization field values | To fill the filters and links your admin set up, and to apply brand and value conditions | Read through Zendesk into browser memory. The values a panel uses are placed in that panel's link and sent to the host your admin allowed when the browser loads it |
| The signed-in agent's id, name, email, role and groups | To apply group limits, and (only if an admin chose it) to filter a dashboard by the agent | Browser memory; in a link only if an admin used it as a filter |
| On a user profile, the organization record (one read) when a panel uses organization fields | To fill those values | Browser memory only |
| For admins setting up panels: brands, groups and ticket, user and organization fields (names), and the ticket, user or organization they preview with | To fill the editor's pickers and the live preview | Browser memory for the session |
| Panel settings: tab names, dashboard links, filter names and which Zendesk value each uses, places, brand and group ids, conditions, heights, link buttons and the allowed hosts | To show the panels | The App's own settings in your Zendesk account |
| The installation's plan name | To show the plan to admins | Read from Zendesk; not stored |
When the sidebar closes, everything the App held in memory is gone. Panel settings stay in your Zendesk until an admin changes them or uninstalls the App.
3. The services you connect
Dashboards are loaded by the agent's browser straight from your BI tool or page (for example Looker Studio, Looker, Metabase, Tableau, Power BI, Grafana or Google Sheets). That service receives the link, including the filter values, and the usual browser information (IP address, browser type, its own cookies). The App asks the browser to send no referrer. What the service does with this is governed by your agreement with it. Public links created in those tools can be opened by anyone who has them; the App warns admins when a public link carries a customer filter.
4. 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 dashboard links that contain customer data) 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.
5. Sharing
We do not sell, rent or share personal information. We have no subprocessors for the App itself; for billing, Stripe and Zendesk act under their own terms.
6. AI and model training
The App uses no AI services, and no data processed by the App is used to train any model.
7. Security
The App has no server or database to breach. It loads the Zendesk Apps framework from Zendesk's CDN. It shows only https pages from hosts an admin allowed, checks every link against that list each time it is built, and locks the sidebar page so it refuses frames from any other host. Values are encoded so they cannot change a link's host or add parameters. Frames are sandboxed and send no referrer. When a value a filter needs is empty, the dashboard is not loaded at all, so it is never shown unfiltered. Report a security issue to hello@greatwork.company; we treat it as urgent.
8. Your choices and rights
- Admins choose every link, filter and host, can restrict the App to specific roles or groups, and can uninstall it at any time. Uninstalling removes the App's settings with every panel.
- 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.
9. 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.