Trailwell 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 Trailwell app for Zendesk Support (the "App") processes, where it is kept, and your choices. It covers only the App, not Zendesk's, Mixpanel's, Amplitude's or PostHog'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 talks to two places only: your Zendesk account (as the signed-in agent, with that agent's permissions) and your own Mixpanel, Amplitude or PostHog project (with credentials you create).
- The credentials are stored by Zendesk as secure settings. Zendesk adds them to requests on their
way to your tool's API host (
mixpanel.com,eu.mixpanel.com,in.mixpanel.com,amplitude.com,analytics.eu.amplitude.com,us.posthog.com,eu.posthog.com, or the self-hosted PostHog address your admin enters); they are never sent to agents' browsers and Great Work never sees them. - The App keeps nothing outside Zendesk: no copies, archives, caches or indexes, no browser storage, no export, no background work, no usage statistics. It writes nothing to your analytics tool.
2. What the App processes, why, and where it stays
| Data | Why | Where it stays |
|---|---|---|
| The ticket's id and creation time and the requester's id, name and email; on user profiles the user's id, name and email | To find the person and to mark the 24 hours before the ticket | Read from Zendesk into browser memory while the App is open |
| The requester's email addresses (identities) and external id | Sent to your own analytics project to find the person (at most 4 emails, and the external id only if your admin chooses it) | Read from Zendesk; sent only to your analytics tool's API host |
| The person's profile from your analytics tool (name, email, first and last seen, properties), their events in the history window (event name, time, session id, page, error message), event and session counts, cohorts and feature flag values (PostHog) | To show the agent how the customer uses your product | Read from your analytics project into browser memory while the App is open |
| The usage summary an agent chooses to add | Audit trail for your team, escalations | An internal note and the trailwell_usage_note tag on the Zendesk ticket |
| The installation's plan name and settings (not the credentials), the count of agents and admins, the account subdomain, and the agent's id, name, email, role and groups | To check the plan, apply who may add notes and name the agent in the note | Read from Zendesk |
When the ticket tab closes, everything the App 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 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 to the API of your own analytics project. 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. Requests to your analytics tool go through Zendesk's proxy with the credentials in secure settings that can only be used for authentication and only for the whitelisted API hosts. The self-hosted PostHog address must be a plain host name and is used only when your admin selects the custom region. Read-only credentials are enough (a Mixpanel Consumer service account, PostHog read scopes). Admins choose who may add notes. Report a security issue to hello@greatwork.company; we treat it as urgent.
7. Your choices and rights
- Admins choose the tool, how people are matched, which properties and events are shown, the history window, whether usage loads automatically, who may add notes, and can uninstall at any time. Uninstalling deletes the stored credentials; delete the service account or key in your analytics tool as well. Notes already written stay until you delete them.
- Requests about personal data in your Zendesk account or analytics project 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.