Replywell 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 Replywell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's products or the messaging channels your customers use, which are governed by their own privacy policies.
1. Summary
- The App runs in your agents' browsers inside Zendesk Support, through the Zendesk Apps framework. Great Work LLC operates no server for it and receives no data from it.
- It reads from and writes to your Zendesk account only, as the signed-in agent with that agent's permissions, and, if you add a Conversations API key, your own Conversations API app (part of Zendesk, reached at api.smooch.io or api.eu-1.smooch.io).
- The Conversations API key secret is stored by Zendesk as a secure setting. Zendesk adds it to requests on their way to the Conversations API; it is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk: no copies, archives, caches or indexes, no browser storage, no background collection, no analytics or usage statistics, no cookies of its own, no export, and no AI services.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| Your templates (names, texts, button labels and links, card titles, image and file links, form fields, groups, tags) | The template library | Records of the "Replywell template" custom object in your Zendesk account |
| The open ticket's id, subject, channel, brand name, requester name and email, organization name, and the ticket fields your templates use | To fill placeholders and choose the channel preview | Read from Zendesk into browser memory while the sidebar is open |
| The ticket conversation (who wrote, on which channel, the text, when) | To see the customer's current channel, notice when the agent sent the inserted message, and match the customer's pick to a quick reply | Read from Zendesk into browser memory while the sidebar is open |
| The filled-in message | The purpose of the App | Placed in the agent's reply in Zendesk; sent only when the agent presses Send. For carousels, lists, forms, files and location requests, stored for up to about a day as a message template in your Conversations API app, then deleted by the App |
| An internal note and tags for each sent message and the customer's pick | So your team can see what was sent and report on it | Written to the ticket in your Zendesk account |
| The installation's plan name and settings (not the secret), the agent's id, name, role and groups, the account's groups and agent count | To show the plan, filter templates by group, decide who may edit, and name the agent in notes | Read from Zendesk |
When the sidebar or the Replywell page closes, everything it held in memory is gone. What the App wrote stays in your Zendesk account under your control and its retention settings.
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 keys) and keep it in our email system for as long as needed to help you, at most 24 months. Billing for the App 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 Zendesk account and your Conversations API app. Your customers' messaging channels (for example WhatsApp, Messenger or Instagram) receive the messages your agents send, as with any reply, under those channels' terms. We have no subprocessors for the App itself.
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. Conversations API requests go through Zendesk's proxy with the secret in a secure setting that can only be used as a basic-auth password, and only toward api.smooch.io and api.eu-1.smooch.io. Values from tickets are cleaned before they go into a message so a customer's name or a ticket field can never add buttons, images or templates. Template previews never load your images or links. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose which groups see each template and whether agents may edit templates, can turn the internal note and the choice tags off, and can uninstall at any time. Uninstalling deletes the stored secret; delete the key in Admin Center as well. Templates stay in the custom object and notes and tags stay on tickets until you delete them.
- Requests about personal data in your Zendesk account go to your 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.