Skipwell 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 Skipwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's, Recharge's or Shopify's products, which are governed by their own privacy 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 Recharge store or stores (with the API token you create).
- Your Recharge API token is stored by Zendesk as a secure setting. Zendesk adds it to requests on their way to Recharge's API (api.rechargeapps.com); the token is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and Recharge: 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 matching Recharge customer 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, their user record (one user field) | To match every address and the mapping you chose | Read from Zendesk into browser memory |
| Recharge customers matching those emails or the mapped customer id, and for the customer shown: subscriptions (product, variant, quantity, price, frequency, status, next charge date, cancellation reason), upcoming and recent charges (dates, amounts, status, items, discounts, refunds, the processor's failure message and retry date), recent orders (order numbers), payment methods (card brand, last four digits, expiry month and year) | To show the subscription picture to the agent | Read from Recharge into browser memory while the App is open |
| The store's details (name, currency, checkout platform, the store's Shopify address and Recharge admin address) | To format amounts, know whether Recharge refunds through its API, and build links into Shopify and Recharge | Read from Recharge into browser memory |
| The product's subscription plans (frequencies) and a discount an agent looks up | To offer the store's frequencies and check the discount | Read from Recharge into browser memory |
| An action the agent confirms (skip or unskip, new next charge date, frequency, swap, quantity, cancellation with reason, reactivation, discount, refund) | The purpose of the App | Sent to your Recharge store. Cancellation comments include the Zendesk ticket number and the agent's name |
| 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 tokens), 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 and Recharge accounts 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 Recharge's API for your own Recharge stores. Recharge Inc. processes the data in those requests under its own terms and privacy notice. 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. Recharge requests go through Zendesk's proxy with the token in a secure setting that can only be used in a request header, and only toward api.rechargeapps.com. Recharge has no idempotency keys, so the App re-reads Recharge before each change, sends it once and, if the answer is lost, re-reads Recharge instead of sending it again. 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, the refund limit and the discounts agents may apply, and can uninstall at any time. Uninstalling deletes the stored tokens; delete the token in Recharge as well. Notes and tags already on tickets stay until you delete them.
- Requests about personal data in your Zendesk or Recharge 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.