Quillmend 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 Quillmend 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.
- Every request the App makes goes to your own Zendesk account, as the signed-in user, with that user's permissions.
- The App works on your shared macros. It never reads tickets, end users, organizations or other customer records.
- The App keeps nothing outside Zendesk: the undo copies it makes are records in your own Zendesk account. 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 macros, your account or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| Shared macros: titles, actions (including reply text), availability, status, description, dates, 30-day usage counts | To list, filter, preview and change them | Read from Zendesk into browser memory while the App is open; changes are written back to Zendesk |
| Group names; agent names and whether they are suspended; ticket fields and their options; ticket forms; brands | To show names instead of ids and to find macros that refer to something that no longer exists | Read from Zendesk into browser memory while the App is open |
| Undo copies: each changed macro before and after, the change description, the name and id of the user who made or undid it | So changes can be reviewed and undone | Records of the "Quillmend change" custom object in your Zendesk account |
| The installation's plan name and settings, and the signed-in user's id, name, role and time zone | To apply plan limits and settings, and to record who made a change | Read from Zendesk; the name and id are stored in the undo copies |
When you close the App, everything it held in memory is gone. Undo copies stay in your Zendesk account, under your control, until an admin clears them in the App or deletes the custom object.
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 to breach. It loads the Zendesk Apps framework from Zendesk's CDN and calls only your Zendesk account. It shows macro text as plain text and never renders macro HTML inside the App. It changes a macro only after an admin approves a preview, re-checks each macro just before writing it, and keeps an undo copy first. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins can restrict the App to specific roles or groups, or uninstall it at any time. Uninstalling leaves your macros as they are. Zendesk keeps the "Quillmend change" object and its records; an admin can clear them in the App or delete the object in Admin Center.
- 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.
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.