Satchelwell for Magento and Adobe Commerce: 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 Satchelwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's or Adobe's products, or your store's hosting, which are governed by their own policies.
1. Summary
- The App runs 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 from and writes to two places only: your Zendesk account (as the signed-in agent, with that agent's permissions) and your Magento store or stores (with the integration access token you create).
- Your access token is stored by Zendesk as a secure setting. Zendesk adds it to requests on their way to the store domain you entered; it is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and your store: 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 |
|---|---|---|
| The ticket's id, brand and requester (name, email); on user profiles the user's id, name, email | To find the requester's orders and choose the store | Read from Zendesk into browser memory while the App is open |
| The requester's other email addresses (identities), and if your admin set a mapping, one user field | To match every address and the mapping you chose | Read from Zendesk into browser memory |
| Customer accounts with those emails, and their orders: items, prices, totals, discounts, shipping method and address, billing name and email, payment method title, refunds, comment history, and for an order the agent opens, its shipments and tracking numbers, invoices, credit memos and (Adobe Commerce) returns | To show the order history to the agent | Read from your store into browser memory while the App is open |
| An action the agent confirms (credit memo, cancel, hold, release hold, order comment, email resend) | The purpose of the App | Sent to your store. Credit memos carry the Zendesk ticket id, the agent's name and a one-time reference in their comment |
| An internal note and a tag describing each action, with the agent's name | So your team can see what was done | Written to the ticket in your Zendesk account |
| The installation's plan name and settings (not the token), and the agent's id, name, role and groups | To show the plan, apply who may take actions, and name the agent in notes | Read from Zendesk |
When the sidebar closes, everything it held in memory is gone. What the App wrote stays in your Zendesk account and your store under your control and their 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, card details, passwords or tokens) 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 to your store's REST API. We have no subprocessors for the App itself. Your payment provider receives a refund request from your store when an agent chooses an online refund; that is between your store and your payment provider.
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 and installs nothing in Magento. It loads the Zendesk Apps framework from Zendesk's CDN. Store requests go through Zendesk's proxy over HTTPS with the token in a secure setting limited to the Authorization header and to the store domains you entered. We recommend an integration with only the API resources you need: the read resources for the sidebar, plus the actions you want agents to take. Actions are off for everyone except admins until an admin allows more roles, every action needs a confirmation, and refunds above a limit you set need an admin. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may take actions, which actions exist and the refund limit, and can uninstall at any time. Uninstalling deletes the stored tokens; delete the integration in Magento as well. Notes and tags already on tickets stay until you delete them.
- Requests about personal data in your Zendesk account or your store 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.