Zendesk’s Regional Data Hosting Policy explains where Zendesk Service Data can be Hosted for entitled customers. Entitled customers include standalone purchasers of the Data Center Location Add-On and purchasers of a Suite that includes the Data Center Location Add-On. If Subscriber is not entitled to regional hosting or has not enabled it by selecting a region of choice, Zendesk makes no commitments on the Hosting location of Subscriber's Service Data. For purposes of this Data Hosting Policy, “Hosting/Hosted” means the storing, hosting or replicating of Service Data including for archival, backup and log purposes (subject to the exceptions noted herein).
All other capitalized terms not defined herein shall have the meaning set forth in Zendesk’s Main Services Agreement or as otherwise agreed by the parties.
Covered Functionality
The following functionality (“Covered Functionality”) are eligible for regional data hosting:
- Ticketing System Functionality: means Zendesk Support, help desk functionality, and email support functionality available within the Zendesk Suite.
- Messaging Functionality: means modern conversational functionality within Zendesk, including Zendesk Messaging on both native and social channels and Sunshine Conversations, but excluding Zendesk Chat.
- Live Chat Functionality: means Zendesk Chat and all legacy conversational functionality available within the Zendesk Suite relating to Chat (whether or not used in Agent Workspace), but excludes Zendesk Messaging.
- Help Center Functionality: means Zendesk Guide and help center functionality available within Zendesk Suite.
- Community Forum Functionality: means Zendesk Gather and community forum functionality available within Zendesk Suite.
- Voice Functionality: means Zendesk Talk or call center software available within Zendesk Suite
- Platform Functionality: means custom objects and legacy Sunshine functionality available within Zendesk Suite
- Analytics Functionality: means Zendesk Explore and reporting and analytics functionality available within Zendesk Suite.
- Zendesk WFM (Tymeshift): means workforce management functionality available within a Zendesk WFM (Tymeshift) Add-on.
- Ultimate Functionality: means AI agent functionality available within an Ultimate Add-on.
The Data Center Location Add-on does not apply to or cover any other Zendesk Services or functionality, or to any Beta or Early Access Program. Please refer to the Data Center Location add-on documentation for other information about the scope of this offering.
Where Service Data in Covered Functionality Can Be Hosted
The table below provides the geographical region(s) where certain types of Service Data within Covered Functionality can be Hosted.
Ticketing System Functionality
| Service Data Type | Hosting Options |
|---|---|
| Ticket, User and Attachment Data | Available to be Hosted in any Zendesk region (i.e., the United States, the European Economic Area, the United Kingdom, Japan (Tokyo or Osaka), or Australia) |
| Legacy Insights functionality (analytics within Zendesk Support no longer available to new customers) | Not covered. Available to be Hosted in the US only |
Messaging Functionality
| Service Data Type | Hosting Options |
|---|---|
| User Data, Conversations, and Attachments | Available to be Hosted in any Zendesk region |
Note: Only Accounts created with Messaging or Sunshine Conversations enabled after April 17, 2023, support data locality. Zendesk does not yet support transfers of existing Messaging or Sunshine Conversations accounts to other supported regions. Messaging and Sunshine Conversations accounts created before this date are hosted in the US, so only such customers based in the US will have full data locality support on Messaging. Until Zendesk supports account transfers, customers with longstanding Messaging or Sunshine Conversations accounts requiring hosting support in other regions outside the US will need to delete their existing Sunshine Conversations instance and create a new one.
Live Chat Functionality
| Service Data Type | Hosting Options |
|---|---|
| Chat Data & Chat User Data | Available to be Hosted in any Zendesk region |
| Chat Avatars and Attachments in Agent Workspace Accounts | Available to be Hosted in any Zendesk region |
| Authenticated Visitors Feature | Not covered. Available to be Hosted in the EEA only |
| Chat History, Transcripts, Conversions, and Analytics CSV Exports | Not covered. Available to be Hosted in the EEA only |
| Chat Avatars, Attachments in non-Agent Workspace Accounts | Not covered. Available to be Hosted in the EEA only |
| Real-time Monitor (Real-time monitoring capabilities and APIs within Zendesk Chat) | Not covered. Available to be Hosted in the EEA only |
| Chat email reports | Not covered. Available to be Hosted in the US only |
Note: Live Chat functionality was historically not covered under this policy, as this infrastructure was housed in EEA only. For Chat accounts created after October 4, 2021, Zendesk now supports transfers of this service to all regions, subject to the exceptions above. For customers interested in UK-, US- or APAC- locality, refer to these Configuration Recommendations to avoid using the features subject to locality exceptions.
Help Center Functionality
| Service Data Type | Hosting Options |
|---|---|
| Help Center Content, Content Block Attachments and Images, Images, Themes, and Attachments | Available to be Hosted in any Zendesk region |
Community Forum Functionality
| Service Data Type | Hosting Options |
|---|---|
| Community Forum Content, Images, Themes, and Community Badges | Available to be Hosted in any Zendesk region |
Voice Functionality
| Service Data Type | Hosting Options |
|---|---|
| Voice data | Available to be Hosted in the US, EEA, or AU |
| Text data | Not covered. Available to be Hosted in the US only |
Note: If you opt to host Voice data outside of the United States, then you will not be able to use external numbers as the caller id when making outbound calls. If your account is moved from one region to another, then historical Voice data (e.g. call recordings) will not be migrated between regions. Exceptions to data isolation will occur as necessary to investigate issues of fraud and abuse.
Analytics Functionality
| Service Data Type | Hosting Options |
|---|---|
| Application Data and Connector Data | Available to be hosted in the EEA or US. UK, JP, and AU are not covered. EEA hosting is available for customers hosted in the UK, and US hosting is available for customers based in JP or AU |
| Email Campaign Data | Not covered. Available to be Hosted by Zendesk’s third-party service provider, SendGrid, in the US only |
Platform Functionality
| Service Data Type | Hosting Options |
|---|---|
| Custom objects | Available to be Hosted in any Zendesk region |
| Legacy Sunshine Custom Objects | Not covered. Available to be Hosted in the US only |
Zendesk WFM (Tymeshift) Functionality
| Service Data Type | Hosting Options |
|---|---|
| Zendesk WFM (Tymeshift) User Inputs | Available to be hosted by Google Cloud Platform in the EEA (Germany) or the US |
| Labels | Not covered. Available to be Hosted by Google Cloud Platform in the US only |
| Service Phone Numbers | Not covered. Available to be Hosted by Google Cloud Platform in the US only |
Note: Tymeshift was acquired by Zendesk in May 2023. Subscribers will not automatically be moved in-region, and must request regional data hosting for Zendesk WFM (Tymeshift) by contacting their account representative or Zendesk customer support.
Ultimate Functionality
| Service Data Type | Hosting Options |
|---|---|
| Account Entity Data, User Interaction Data, Bot Training Data, and Configuration Data | Available to be hosted in the EEA (Belgium) or the US |
Note: Ultimate was acquired by Zendesk in March 2024. Ultimate Subscribers will not automatically be moved in-region, and Ultimate does not currently support account moves after an account has been opened. New Ultimate Subscribers may request regional data hosting for Ultimate Functionality upon account setup.
Additional Secondary Service Data Exceptions Applicable to UK, JP, and AU
Secondary Service Data cannot be Hosted in the United Kingdom, Japan, and Australia regions. “Secondary Service Data” means Service Data used to operate and run the Service that is not Hosted in the primary data stores where Service Data is hosted and served to users, specifically as described in the table below. Secondary Service Data includes an exact replica of Service Data that is used for platform-wide services.
|
Datastore |
Exception |
| Production troubleshooting logs |
Not available to be Hosted in the UK, JP, and AU Ultimate Functionality: Available to be Hosted in the US |
| Platform and ML Analytics Data | Not available to be Hosted in the UK, JP, and AU |
Zendesk Services Not Covered
For clarity, the following Zendesk services are not included in Covered Functionality:
- Zendesk QA (Klaus)
- Zendesk Sell
- Zendesk Sunshine user profiles and events
- Any other functionality not explicitly included as Covered Functionality in this Data Hosting Policy
Definitions
- Ticket Data: includes ticket comments, tags, custom fields and audit events.
- User Data: includes identities, hashed passwords and names for both Agents and End-Users and client IDs for social channels.
- Attachments: includes files attached to tickets or articles.
- Insights: includes all data within the legacy Insights functionality
- Archived Screencasts: includes recorded screencasts stored in deprecated screencast functionality within Ticketing System Functionality.
- Chat Data: includes all historical chats and associated metadata, unauthenticated visitors, and chat account settings.
- Chat User Data: includes identities for Agents and visitors, excluding such data for authenticated visitors.
- Conversations: the content of conversations within Zendesk messaging or Sunshine Conversations.
- Custom objects: data stored using the current version of custom objects, available to all eligible customers. Learn more.
- Legacy Sunshine Custom Objects: data stored using legacy version of custom objects no longer available for new customers. Learn more.
- Authenticated Visitors Feature: Ability to authenticate visitors using JWT on the widgets and Web SDK. Learn more.
- Chat Avatars and Attachments in Agent Workspace Accounts: Chat badges, concierge icons, and Chat attachments (from Agent to visitor or visitor to Agent) on accounts with Agent Workspace enabled.
- Chat Avatars, Attachments in non-Agent Workspace Accounts: Same as above, in accounts without Agent Workspace enabled.
-
Chat History, Transcripts, Conversions, and Analytics CSV Exports: All CSV exports requested from Chat dashboard.
- Real Time Monitor & Real Time APIs: Real time metrics dashboard inside the Chat dashboard and APIs describing account/department/agent performance. Learn more.
- Chat email reports: All transactional and feature emails sent from Chat infrastructure: Chat analytics reports, email piping, the email chat transcript option in Web Widget, and sharing exports via email from the Chat dashboard.
- Help Center Content: includes data posted on a Subscriber’s Help Center such as articles and any comments thereto.
- Community Forum Content: includes data posted on a Subscriber's Community Forum Account such as posts and any comments thereto.
- Community Badges: Identification of people in a community forum. Learn more.
- Content Block Attachments and Images: includes files and images attached or included within the Content Block functionality.
- Images: includes image files attached to articles, posts, or comments in Help Center Functionality and Community Forum Functionality.
- Themes: includes theming assets, such as images, backgrounds, fonts, and script files.
- Application Data: includes data that is stored as part of the Analytics Functionality, such as accounts, users, and metric/query/dashboard metadata.
- Connector Data: includes data that is ingested into Analytics Functionality from other Zendesk Services and functionality as part of the Zendesk integration (such as Suite or Support).
- Email Campaign Data: includes email addresses of recipients receiving dashboard emails within Analytics Functionality and content of the emails themselves.
- Production troubleshooting logs: Log exceptions and production log data used internally for troubleshooting purposes.
- Platform and ML Analytics Data: Replica of Service Data used by Zendesk internally for trend analysis and training of machine learning models.
- Zendesk WFM (Tymeshift) User Inputs: includes Subscriber profile information, authentication information, and user inputs and interactions within Zendesk WFM (Tymeshift).
- Labels: Labels and categories defined by Subscriber in Zendesk and ingested by Zendesk WFM (Tymeshift) including ticket tags, custom fields, Voice group names, Chat department names, and Chat/Support skill names.
- Service Phone Numbers: includes Subscriber customer service phone numbers ingested by Zendesk WFM (Tymeshift).
- Text data: within Zendesk’s native texting functionality (Zendesk Text), the content of SMS messages and the numbers themselves.
- Voice data: within Zendesk’s native calling functionality (Zendesk Talk), call logs, call recordings, and voicemail recordings.