Twinmend 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 Twinmend 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 user, with that user's permissions.
- The App reads your end users' profiles to find duplicates. Scan results exist only in the open page and are discarded when it closes; the App offers no download.
- The App keeps nothing outside Zendesk: its merge snapshots, "not duplicates" pairs and rules are records of a custom object in your own Zendesk account. 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 users, your account or who used the App.
2. What the App processes, and why
| Data | Why | Where it lives |
|---|---|---|
| End users: name, email addresses, phone numbers and other identities, organization, tags, notes, details, user fields, time zone, language, verified status, created date | To find, score and compare likely duplicates | Read from Zendesk into browser memory while the App is open |
| Ticket counts per user; ids and statuses of the tickets a merged user requested; organization memberships and names; user field titles | To show what a merge moves and loses (dry run), and for the snapshot and the undo | Read from Zendesk into browser memory; ticket ids and organization ids are stored in the snapshot |
| Merge snapshots: the merged user's profile values, identities, organizations and open ticket ids, the kept user's id, name and identities, the match score and reason, who merged and who undid | So merges can be reviewed and, as far as Zendesk allows, undone | Records of the "Twinmend record" custom object in your Zendesk account |
| Pairs marked "not duplicates" (two user ids and names), and the matching rules | So answered pairs are not suggested again, and everyone uses the same rules | Records of the same custom object |
| The installation's plan name and settings; the signed-in user's id, name, role and time zone; the number of agents and admins | To apply plan limits and settings, and to record who made a change | Read from Zendesk; the name and id are stored in the records |
When you close the App, everything it held in memory is gone. Records stay in your Zendesk account, under your control, until an admin deletes them in the App (or by the retention setting) or deletes the custom object.
Merge snapshots contain personal data of the merged customer. Zendesk's own user deletion does not remove custom object records: when you handle a customer's erasure request, delete their Twinmend records too (History in the App, or the custom object in Admin Center).
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 shows profile values as plain text. It merges users only after a person approves the merge, re-reads both users just before merging, and saves the snapshot first. 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, turn off merging from the sidebars, set how long snapshots are kept, or uninstall it at any time. Uninstalling leaves your users as they are. Zendesk keeps the "Twinmend record" object and its records; an admin can delete them in the App or delete the object in Admin Center.
- 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.