Pinwell 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 Pinwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's products, which are governed by Zendesk's own privacy policy.
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.
- The App talks only to your own Zendesk account, as the signed-in agent, and only to the custom object it creates there ("Pinwell note").
- The App keeps nothing outside Zendesk: no copies, archives or indexes of your tickets, users, organizations or notes, no browser storage, no background collection, no analytics or usage statistics, no cookies of its own, and no AI services.
- Great Work LLC cannot see your notes, your tickets, your customers or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| On a ticket: the ticket number, the requester's id, name and organizations, the ticket's organization (id, name) | To find and label the notes pinned to them | Read from Zendesk into browser memory |
| On a user or organization page: that user (id, name, organizations) or organization (id, name) | The same | Read from Zendesk into browser memory |
| The signed-in agent's id, name, role and groups | To apply your pin permission settings and to sign the notes they pin | Read from Zendesk into browser memory |
Pinwell notes: text, severity, last day shown, pop-up flag, target (user:ID, org:ID or ticket:ID), author's name and user id, last editor's name; Zendesk adds the record's created and updated times and user ids | To show, pin, edit and unpin notes | Records of the "Pinwell note" custom object in your Zendesk account |
| The installation's plan name and settings | To show the plan and apply your settings | Read from Zendesk |
The App reads no ticket comments, email addresses, phone numbers or other fields. Notes are written to Zendesk only when an agent pins, edits or unpins one. The pop-up window receives the notes to show from the sidebar inside the same browser, through the Zendesk Apps framework.
Retention. Notes stay in your Zendesk until an agent unpins them or an admin deletes the "Pinwell note" object (Admin Center, Objects and rules, Custom objects). Zendesk keeps the object and its records if the App is uninstalled, so notes are not lost by accident; delete the object to remove them all.
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 tokens) 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.
4. Sharing
We do not sell, rent or share personal information. The App sends data only to your own Zendesk account. We have no subprocessors for the App itself; for billing, Stripe and Zendesk act under their own terms.
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 of its own to breach. It loads the Zendesk Apps framework from Zendesk's CDN and calls nothing but your Zendesk's custom object records API. Notes are shown as plain text, never as HTML. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins can restrict who pins notes (roles, groups, own notes only), turn pop-ups off, restrict the App to specific roles or groups, or uninstall it at any time. To remove the notes as well, delete the "Pinwell note" custom object in Admin Center.
- Requests about personal data in your Zendesk account, including notes about a customer, go to your Zendesk administrator, who controls that data and can edit or delete any note. 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.