Tabwell 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 Tabwell app for Zendesk Support (the "App", in both its QuickBooks Online edition and its Xero edition) processes, where it is kept, and your choices. It covers only the App, not Zendesk's, Intuit's or Xero'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 accounting system, QuickBooks Online or Xero (as the user your admin connected).
- Zendesk connects to QuickBooks Online or Xero with that system's own app sign-in (OAuth) and keeps the access and refresh tokens. Zendesk adds the access token to requests on their way to quickbooks.api.intuit.com or api.xero.com; it is never sent to agents' browsers and Great Work never sees it.
- The App keeps nothing outside Zendesk and your accounting system: 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 and status, and the requester's id, name and email (or, in the user sidebar, the user's) | To find the person's customer record and log actions on the ticket | Read from Zendesk into browser memory while the App is open |
| The requester's other verified email addresses (up to 3 in total), unless your admin turns this off | To match a customer record kept under another address | Read from Zendesk into browser memory |
| The connected company or organisation: its id, name and home currency (Xero: the names of other organisations the same sign-in connected) | To show what is connected and to read the right books | Read from QuickBooks Online or Xero into browser memory |
| Customer records whose email matches: name, email addresses (Xero: contact persons' too), open and overdue balance, currency, notes (QuickBooks) | To show who the customer is and what they owe | Read into browser memory |
| That customer's sales invoices (open ones and the 10 most recent): number, dates, totals, amount due, currency, status, whether sent, billing email (QuickBooks), payments recorded on them (Xero), and the customer link when the system returns it | To show invoices and offer links and emails | Read into browser memory |
| Recent payments (QuickBooks: up to 10, with reference and the invoices they paid) and credit notes (up to 10, with unused credit) | To show payment history and unused credit | Read into browser memory when the agent opens those tabs or sends a summary |
| Invoice emails sent from the accounting system | The action agents choose | Sent by QuickBooks Online or Xero with your own email template; QuickBooks may update the invoice's billing email to the address the agent confirmed |
| A note line added to the customer (date, ticket number, agent name, the agent's text) | The action agents choose | QuickBooks: appended to the customer's notes; Xero: added to the contact's history |
| The text the agent inserts into a reply (an invoice link with your wording, or an account summary of open invoices, totals and unused credit) | To share it with the customer | Placed in the agent's reply draft; sent only when the agent submits the reply |
| An internal note and a tag for each action, with the agent's name, the invoice or summary and, for links, the link | So your team can see what was done | Written to the ticket in your Zendesk account |
| The number of agents and admins in your Zendesk account; the installation's plan name and settings; the agent's id, name, email, role, groups and time zone | To check the plan, apply who may act, name the agent in notes and date things in the agent's time zone | 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 accounting system 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, financial records, 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.
Intuit and Xero see that their API is used by our registered app (they meter calls per app and count connected companies), as with any app on their platforms; that usage reporting is between them and Great Work and contains no customer records.
4. Sharing
We do not sell, rent or share personal information. The App sends data only to your Zendesk account and to your own QuickBooks Online company or Xero organisation. 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. Accounting requests go through Zendesk's proxy, which holds the token and only sends it to the accounting system's API host in the App's manifest. Admins choose who may act and which actions exist; emailing an invoice needs a confirmation that shows where it goes. The App never creates, changes or deletes payments, refunds, invoices or credit notes. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose who may act, which actions exist and whether other email addresses are looked up, and can uninstall at any time. Uninstalling deletes the stored connection; disconnect the App in QuickBooks (Apps > My apps) or Xero (Settings > Connected apps) as well. Notes and tags on tickets, and notes, history and sent emails in your accounting system, stay until you delete them (Xero history can't be deleted).
- Requests about personal data in your Zendesk account or your books 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.