We have updated this policy. If you are a new Subscriber, then this policy will be effective as of May 20, 2025. If you are an existing Subscriber, we are providing you with prior notice of these changes that will be effective as of June 19, 2025. For the previous version of this policy, please expand the section below.
Previous version of this policy
As set out in our Main Services Agreement, Zendesk utilizes certain third parties and vendors ("Sub-processors"), including members of the Zendesk Group, to process personal data within Service Data. Zendesk generally considers Service Data derived from free text fields within the Services as potentially containing personal data.
Zendesk commits to engage Sub-processors in accordance with the due diligence, security, and contractual safeguards set forth in our data processing agreement.
Infrastructure Sub-processors
Zendesk uses the infrastructure Sub-processors listed below to host and process Service Data and to provide additional functionality related to the Services. Information about data hosting options can be found in the Regional Data Hosting Policy.
| Entity Name |
Purpose |
Data Hosting Location |
| Amazon Web Services, Inc. |
Cloud Service Provider for All Services |
United States, Ireland, Germany, United Kingdom, Japan, Australia |
|
Google LLC, Google Cloud EMEA Limited
|
Cloud Service Provider for Zendesk WFM (Tymeshift), Zendesk QA (Klaus), AI agents - Advanced (Ultimate) |
Zendesk WFM (Tymeshift): United States, Germany
Zendesk QA (Klaus): Germany
AI agents - Advanced (Ultimate): United States, Belgium
|
Service Specific Sub-processors
Zendesk uses the Sub-processors listed below to provide certain functionality within the Services. Definitions for the terms used to refer to the Applicable Services can be found in the Service-Specific Supplemental Terms.
| Entity Name |
Purpose and Data Processed |
Applicable Services |
Data Hosting Location |
| Cloudflare, Inc. |
Provides content distribution, network performance optimization, security, abuse prevention, and DNS services for web traffic transmitted to and from the Services. |
All |
Local (Cloudflare routes traffic to worldwide data centers closest to the user's location. Logging by Cloudflare is performed in the United States.) |
| Datadog, Inc. |
Provides logging platform used for performing analytics, debugging, troubleshooting, auditing, reporting, and detecting and alerting on unexpected application behavior. |
All |
United States, Germany |
| Functional Software, Inc. (aka Sentry) |
Provides cross-platform error monitoring and reporting services. |
All |
United States, Germany |
| Snowflake Inc. |
Provides data warehouse and analytics services and supports advanced Analytics Functionality. |
All |
United States, Germany |
| Google LLC |
Supports translation functionality available to Agents |
Translation Functionality within Agent Workspace, Live Chat Functionality |
No hosting of Service Data |
| MongoDB, Inc. |
Provides scalable database services used to host select Service Data. |
Sunshine Conversations, Zendesk messaging, WhatsApp Integration and Social Messaging Add-ons, AI agents - Advanced (Ultimate) |
United States, Ireland, Germany, Japan, Australia
AI agents - Advanced (Ultimate): United States, Belgium
|
| OpenAI, L.L.C. |
Provides generative artificial intelligence and natural language processing services. |
GenAI Functionality |
No hosting of Service Data |
| Deepgram Inc. |
Supports voice-related features, including generating transcripts and providing analysis and data redaction functionality for recordings and transcripts. |
Voice Functionality, Zendesk QA (Klaus) |
United States |
| Twilio, Inc. |
Supports telecommunication and messaging functionality, including telecommunication infrastructure. |
Voice Functionality, Zendesk Sell |
Voice Functionality: United States, Ireland, Australia
Zendesk Sell: United States
|
| SendGrid, Inc. |
Provides email campaign services used to send notification emails and dashboards to Agents and End-Users. |
Analytics Functionality, Live Chat Functionality, Zendesk QA (Klaus), Zendesk Sell |
United States |
| Confluent, Inc. |
Provides the infrastructure for Kafka clusters where all tickets and Agent activity data flow through. |
Zendesk WFM (Tymeshift) |
United States |
| Microsoft Corporation, Microsoft Ireland Operations Limited |
Hosts large language models used to provide generative artificial intelligence and natural language processing services. |
Zendesk QA (Klaus), AI agents - Advanced (Ultimate) |
Zendesk QA (Klaus): United States, France, Netherlands, Sweden
AI agents - Advanced (Ultimate): No hosting of Service Data
|
| Aiven Oy |
Provides search and data analytics functionality.
|
AI agents - Advanced (Ultimate) |
United States, Belgium |
| Raintank, Inc. (aka Grafana Labs) |
Provides logging and observability functionality.
|
AI agents - Advanced (Ultimate) |
United States, Belgium |
| APIHub, Inc. (aka Clearbit) |
Provides the marketing data engine used for the Reach functionality available in Zendesk Sell.
|
Zendesk Sell |
United States |
| GoodData Corporation |
Supports analytics functionality in Insights.
|
Insights (Legacy Service) |
United States |
Innovation Services Sub-processors
Innovation Services are supported by additional Innovation Services Sub-processors, which can be viewed by expanding below.
| Entity Name |
Purpose and Data Processed |
Applicable Services |
Data Hosting Location |
| |
|
|
|
Zendesk Group Sub-processors
The following entities are members of the Zendesk Group through which Zendesk employs personnel and may function as Sub-processors. Zendesk and the Zendesk Group entities commit to data protection and security requirements under Zendesk's certified Binding Corporate Rules and the EU-U.S. (UK and Swiss) Data Privacy Framework.
| Entity Name |
Country |
|
Zendesk, Inc.
FutureSimple Inc.
ZD Sub Holdings
Smooch Technologies US Inc.
Tymeshift, Inc.
|
United States |
| Zendesk International Limited |
Ireland |
| Zendesk ApS |
Denmark |
|
Zendesk GmbH
Ultimate.ai GmbH
|
Germany |
| Zendesk Pty., Ltd |
Australia |
|
Zendesk UK Limited
Ultimate.ai Ltd
|
United Kingdom |
| Zendesk Incorporated |
Philippines |
| Zendesk Singapore Pte. Ltd. |
Singapore |
| Zendesk Brasil Software Corporativo LTDA |
Brazil |
| Kabushiki Kaisha Zendesk |
Japan |
| Zendesk France SAS |
France |
| Base sp. z o. o. (Base spółka z ograniczoną odpowiedzialnością) |
Poland |
| Smooch Technologies ULC |
Canada |
| Zendesk Technologies Private Limited |
India |
| Zendesk Korea LLC |
South Korea |
|
Cleverly, Unipessoal, LDA
Tymeshift Portugal, Unipessoal Lda
|
Portugal |
| Zendesk Technologies Spain S.L. |
Spain |
| Zendesk, S. de R.L. de C.V. |
Mexico |
| Zendesk Sweden AB |
Sweden |
| Zendesk Netherlands B.V. |
Netherlands |
| Zendesk Italy S.r.l. |
Italy |
| Tymeshift doo Novi Sad |
Serbia |
| Qualitista OÜ |
Estonia |
| Ultimate Enterprises Oy |
Finland |
As set out in our Main Services Agreement, Zendesk utilizes certain third parties and vendors ("Sub-processors"), including members of the Zendesk Group, to process personal data within Service Data. Zendesk generally considers Service Data derived from free text fields within the Services as potentially containing personal data.
Zendesk commits to engage Sub-processors in accordance with the due diligence, security, and contractual safeguards set forth in our data processing agreement.
Infrastructure Sub-processors
Zendesk uses the infrastructure Sub-processors listed below to host and process Service Data and to provide additional functionality related to the Services. Information about data hosting options can be found in the Regional Data Hosting Policy.
| Entity Name |
Purpose |
Data Hosting Location |
| Amazon Web Services, Inc. |
Cloud Service Provider for All Services |
United States, Ireland, Germany, United Kingdom, Japan, Australia |
|
Google LLC, Google Cloud EMEA Limited
|
Cloud Service Provider for Zendesk WFM (Tymeshift), Zendesk QA (Klaus), AI agents - Advanced (Ultimate) |
Zendesk WFM (Tymeshift): United States, Germany
Zendesk QA (Klaus): Germany
AI agents - Advanced (Ultimate): United States, Belgium
|
Service Specific Sub-processors
Zendesk uses the Sub-processors listed below to provide certain functionality within the Services. Definitions for the terms used to refer to the Applicable Services can be found in the Service-Specific Supplemental Terms.
| Entity Name |
Purpose and Data Processed |
Applicable Services |
Data Hosting Location |
| Cloudflare, Inc. |
Provides content distribution, network performance optimization, security, abuse prevention, and DNS services for web traffic transmitted to and from the Services. |
All |
Local (Cloudflare routes traffic to worldwide data centers closest to the user's location. Logging by Cloudflare is performed in the United States.) |
| Datadog, Inc. |
Provides logging platform used for performing analytics, debugging, troubleshooting, auditing, reporting, and detecting and alerting on unexpected application behavior. |
All |
United States, Germany |
| Functional Software, Inc. (aka Sentry) |
Provides cross-platform error monitoring and reporting services. |
All |
United States, Germany |
| Snowflake Inc. |
Provides data warehouse and analytics services and supports advanced Analytics Functionality. |
All |
United States, Germany |
| Google LLC |
Supports translation functionality available to Agents |
Translation Functionality within Agent Workspace, Live Chat Functionality |
No hosting of Service Data |
| MongoDB, Inc. |
Provides scalable database services used to host select Service Data. |
Sunshine Conversations, Zendesk messaging, WhatsApp Integration and Social Messaging Add-ons, AI agents - Advanced (Ultimate) |
United States, Ireland, Germany, Japan, Australia
AI agents - Advanced (Ultimate): United States, Belgium
|
| OpenAI, L.L.C. |
Provides generative artificial intelligence and natural language processing services. |
GenAI Functionality |
No hosting of Service Data |
| Deepgram Inc. |
Supports voice-related features, including generating transcripts and providing analysis and data redaction functionality for recordings and transcripts. |
Voice Functionality, Zendesk QA (Klaus) |
United States |
| Twilio, Inc. |
Supports telecommunication and messaging functionality, including telecommunication infrastructure. |
Voice Functionality, Zendesk Sell |
Voice Functionality: United States, Ireland, Australia
Zendesk Sell: United States
|
| SendGrid, Inc. |
Provides email campaign services used to send notification emails and dashboards to Agents and End-Users. |
Analytics Functionality, Live Chat Functionality, Zendesk QA (Klaus), Zendesk Sell |
United States |
| Confluent, Inc. |
Provides the infrastructure for Kafka clusters where all tickets and Agent activity data flow through. |
Zendesk WFM (Tymeshift) |
United States |
| Microsoft Corporation, Microsoft Ireland Operations Limited |
Hosts large language models used to provide generative artificial intelligence and natural language processing services. |
Zendesk QA (Klaus), AI agents - Advanced (Ultimate) |
Zendesk QA (Klaus): United States, France, Netherlands, Sweden
AI agents - Advanced (Ultimate): No hosting of Service Data
|
| Aiven Oy |
Provides search and data analytics functionality.
|
AI agents - Advanced (Ultimate) |
United States, Belgium |
| Raintank, Inc. (aka Grafana Labs) |
Provides logging and observability functionality.
|
AI agents - Advanced (Ultimate) |
United States, Belgium |
| APIHub, Inc. (aka Clearbit) |
Provides the marketing data engine used for the Reach functionality available in Zendesk Sell.
|
Zendesk Sell |
United States |
| GoodData Corporation |
Supports analytics functionality in Insights.
|
Insights (Legacy Service) |
United States |
Innovation Services Sub-processors
Innovation Services are supported by additional Innovation Services Sub-processors, which can be viewed by expanding below.
| Entity Name |
Purpose and Data Processed |
Applicable Services |
Data Hosting Location |
| Amazon Web Services Australia Pty. Ltd. |
Cloud Service Provider |
Zendesk for Contact Center |
United States, Canada, United Kingdom, Germany, Australia |
| Datadog, Inc. |
Provides logging platform used for performing analytics, debugging, troubleshooting, auditing, reporting, and detecting and alerting on unexpected application behavior |
Zendesk for Contact Center |
United States |
| MongoDB, Inc. |
Provides scalable database services used to host select Service Data |
Zendesk for Contact Center |
United States, Canada, United Kingdom, Germany, Australia |
Zendesk Group Sub-processors
The following entities are members of the Zendesk Group through which Zendesk employs personnel and may function as Sub-processors. Zendesk and the Zendesk Group entities commit to data protection and security requirements under Zendesk's certified Binding Corporate Rules and the EU-U.S. (UK and Swiss) Data Privacy Framework.
| Entity Name |
Country |
|
Zendesk, Inc.
FutureSimple Inc.
ZD Sub Holdings
Smooch Technologies US Inc.
Tymeshift, Inc.
Local Measure Inc.
|
United States |
| Zendesk International Limited |
Ireland |
| Zendesk ApS |
Denmark |
|
Zendesk GmbH
Ultimate.ai GmbH
|
Germany |
|
Zendesk Pty., Ltd
Online Media Holdings Ltd.
Local Measure International Pty Ltd.
|
Australia |
|
Zendesk UK Limited
Ultimate.ai Ltd
|
United Kingdom |
| Zendesk Incorporated |
Philippines |
| Zendesk Singapore Pte. Ltd. |
Singapore |
| Zendesk Brasil Software Corporativo LTDA |
Brazil |
| Kabushiki Kaisha Zendesk |
Japan |
| Zendesk France SAS |
France |
| Base sp. z o. o. (Base spółka z ograniczoną odpowiedzialnością) |
Poland |
| Smooch Technologies ULC |
Canada |
| Zendesk Technologies Private Limited |
India |
| Zendesk Korea LLC |
South Korea |
|
Cleverly, Unipessoal, LDA
Tymeshift Portugal, Unipessoal Lda
|
Portugal |
| Zendesk Technologies Spain S.L. |
Spain |
| Zendesk, S. de R.L. de C.V. |
Mexico |
| Zendesk Sweden AB |
Sweden |
| Zendesk Netherlands B.V. |
Netherlands |
| Zendesk Italy S.r.l. |
Italy |
| Tymeshift doo Novi Sad |
Serbia |
| Qualitista OÜ |
Estonia |
| Ultimate Enterprises Oy |
Finland |