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.

Currently, there are no Innovation Services Sub-processors.
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

 

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