Rousewell 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 Rousewell 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 agent, with that agent's permissions.
- Follow-ups (reminders, snoozes, follow-up ticket dates) are stored on their own tickets, in two ticket fields and a few tags the App installs in your Zendesk account. Nothing is kept anywhere else: no copies, archives or indexes of your tickets, no browser storage, no analytics or usage statistics, no cookies of its own, and no AI services.
- Great Work LLC cannot see your tickets, your customers, your follow-ups or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| Each follow-up: when it is due, its kind, the note an agent writes, the options chosen, and the names and Zendesk ids of the agent it is for and the agent who set it | The purpose of the App | On the ticket, in the "Rousewell: follow-ups" field and the "Rousewell: due on (UTC)" date, plus rousewell_ tags (one tag names the agent's Zendesk id). Deleted from the field when marked done |
| The open ticket's status, tags, assignee, group, requester id, brand, form, priority and the two Rousewell fields | To show and update the ticket's follow-ups | Read from Zendesk into browser memory while the App is open |
| Tickets that carry Rousewell tags, found with Zendesk search (Zendesk returns standard ticket fields; the App uses the id, subject, status, tags and the two Rousewell fields) | To fire due follow-ups on time and show each agent their inbox | Read from Zendesk into browser memory, a few times an hour while Zendesk is open |
| Follow-up tickets an agent schedules (subject, requester, assignee, group, an internal note, copied tags) and an optional internal note on the original ticket | The purpose of the App | In your Zendesk account, like any ticket data |
| Assignable groups and whether an On-hold status exists | For the forms | Read from Zendesk into browser memory |
| Your account's automations list (admins only) | To create or repair the four Rousewell automations | Read from Zendesk; the App writes only its own four automations |
| The installation's plan name and settings, and the signed-in agent's id, name, role and time zone | To show the plan, apply settings, store who set a follow-up, and show times in the agent's zone | Read from Zendesk; the agent's name is stored with the follow-ups they set |
When you close Zendesk, everything the App held in memory is gone. Data the App wrote into Zendesk stays there, under your control, and follows your Zendesk retention and deletion settings.
Emails: the App sends none. When a follow-up set to email comes due, a trigger or automation the App installed in your account makes your own Zendesk email the ticket's assignee.
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. Notes are shown as plain text, never as HTML. Every write is a Zendesk safe update, so the App never overwrites a change someone else made at the same moment. 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 removes the two Rousewell fields and every follow-up stored in them (they remain in each ticket's history), and the App's triggers and views; admins then delete the four Rousewell automations. Follow-up tickets, notes and tags stay in Zendesk until you delete them.
- Marking a follow-up done deletes it from the ticket field.
- 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.