Twigwell 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 Twigwell 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.
- The App keeps nothing outside Zendesk: no copies, archives or indexes of your tickets, comments or files, no browser storage, no background collection, no analytics or usage statistics, no cookies of its own, and no AI services.
- Great Work LLC cannot see your tickets, your customers or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| The open ticket: subject, status, requester, CCs, assignee, group, brand, form, priority, type, tags, custom field values | To copy what the agent chooses into the new ticket | Read from Zendesk into browser memory while the App is open |
| The ticket's comments and attachment names and links, and their authors' names, emails and roles | To list them, carry the chosen ones and suggest a requester | Read from Zendesk into browser memory while the App is open |
| An email address the agent types for a new requester | To find that user, or create an end user if Zendesk does not know the address | Sent only to your Zendesk account |
| Assignable groups | For the "Assign to a group" choice | Read from Zendesk into browser memory |
| New tickets, notes, tags, the "Split from ticket" value, an optional public reply | The purpose of the App | In your Zendesk account, like any ticket data |
| The installation's plan name and settings, and the signed-in agent's id, name, email, role and time zone | To show the plan, apply settings and name the agent in notes | Read from Zendesk; the agent's name appears in the notes if the templates use it |
When you close the App, everything it held in memory is gone. Data the App wrote into Zendesk stays there, under your control, and follows your Zendesk retention and deletion 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 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. It never renders comment HTML inside the App (previews are plain text), and text you type is escaped before it becomes a comment. It refuses to put an internal note into a public comment. 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 "Split from ticket" field and its values (they remain in each ticket's history); tickets, tags and notes stay in Zendesk until you delete them.
- 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.