From December 8, 2020, Apple is requiring information about apps' privacy practices, including the practices of third-party partners who can be integrated into apps like Zendesk. You can read more about Apple's official guidelines here.
Below, Zendesk lists the details of the data each SDK collects, with a brief explanation of the purpose of that data collection. If you use a Zendesk SDK, you may choose to include some or all of this information when submitting a new app, or an app update, to Apple's App Store.
Important: the list below shows only what Zendesk SDKs collect as an out-of-the-box solution. Nonetheless, our SDKs have features like custom fields, forms, location sharing etc., that can be configured by customers to collect additional data. If you configure a SDK to collect additional data, you might need to review and update the items below to reflect the additional data objects. Zendesk, with the exception of visitor screen data that must be provided by you via an API, does not use any SDK data for tracking purposes, but you might use data captured with Zendesk SDKs for tracking purposes of your own, which may require the answers below be updated accordingly. The content of this article is for your general information and use only. The data collected by SDKs is subject to change and we may update this article from time to time with new information. To the fullest extent permitted by the applicable law of your region, we expressly exclude liability for inaccuracies or errors in this article. If you identify a discrepancy, please report it to us.
Zendesk SDK for messaging
| Contact info | Collected? | Used for tracking? |
Purpose |
| Name | Yes | No | The name can be optionally collected to identify chats within Zendesk. |
| Email Address | Yes | No | The e-mail address can be optionally collected to identify tickets and chats within Zendesk. |
| Phone Number | Yes | No | The phone number can be optionally collected to identify chats within Zendesk. |
| Physical Address | No | ||
| Other User Contact Info | No | ||
| Health and Fitness | Collected? | Used for tracking? |
Purpose |
| Health | No | ||
| Fitness | No | ||
| Financial Info | Collected? | Used for tracking? |
Purpose |
| Payment Info | No | ||
| Credit Info | No | ||
| Other Financial Info | No | ||
| Location | Collected? | Used for tracking? |
Purpose |
| Precise Location | No | ||
| Coarse Location (location is inferred based on IP address) | Yes | No | Location is not resolved on the device, but it is resolved on the backend based on the client's IP address. |
| Sensitive Info | Collected? | Used for tracking? |
Purpose |
| Sensitive Info | No | ||
| Contacts | Collected? | Used for tracking? |
Purpose |
| Contacts | No | ||
| User Content | Collected? | Used for tracking? |
Purpose |
| Emails or Text Messages | No | ||
| Photos or videos | Yes | No | Optional. Attachments can be added to users' chats. |
| Documents | Yes | No | Optional. Attachments can be added to users' chats. |
| Audio Data | Yes | No | Optional. Attachments can be added to users' chats. |
| Gameplay Content | No | ||
| Customer Support | No | ||
| Other User Info | No | ||
| Other User Content | No | ||
| Browsing History | Collected? | Used for tracking? |
Purpose |
| Browsing History | Yes | Yes | The ‘Visitor Path’ can be set by integrators to list the end user’s recently visited screens before starting a conversation. |
| Search History | Collected? | Used for tracking? |
Purpose |
| Search History | No | ||
| Identifiers | Collected? | Used for tracking? |
Purpose |
| User ID | Yes | No | The user identifier is used to differentiate clients to the chat backend. |
| Device ID | Yes | Yes | The 'machine ID' is used to differentiate clients to the chat backend. |
| Purchases | Collected? | Used for tracking? |
Purpose |
| Purchase History | No | ||
| Usage Data | Collected? | Used for tracking? |
Purpose |
| Product Interaction (only if mediation partners actively share such data) | No | ||
| Advertising Data | No | ||
| Other Usage Data | No | ||
| Diagnostics | Collected? | Used for tracking? |
Purpose |
| Crash Data | No | ||
| Performance Data | No | ||
| Other Diagnostics Data | Yes | No | The SDK's User-Agent header identifies the version of the SDK, the version of the OS, and the type of the SDK. |
| Other Data | Collected? | Used for tracking? |
Purpose |
| Other Data Types | No |
Zendesk Answer Bot SDK
| Contact info | Collected? | Used for tracking? |
Purpose |
| Name | Yes | No | The user name can be optionally collected to identify tickets and chats within Zendesk. |
| Email Address | Yes | No | The e-mail address can be optionally collected to identify tickets and chats within Zendesk. |
| Phone Number | No | ||
| Physical Address | No | ||
| Other User Contact Info | No | ||
| Health and Fitness | Collected? | Used for tracking? |
Purpose |
| Health | No | ||
| Fitness | No | ||
| Financial Info | Collected? | Used for tracking? |
Purpose |
| Payment Info | No | ||
| Credit Info | No | ||
| Other Financial Info | No | ||
| Location | Collected? | Used for tracking? |
Purpose |
| Precise Location | No | ||
| Coarse Location (location is inferred based on IP address) | Yes | No | Location is not resolved on the device, but it is resolved on the backend based on the client's IP address. |
| Sensitive Info | Collected? | Used for tracking? |
Purpose |
| Sensitive Info | No | ||
| Contacts | Collected? | Used for tracking? |
Purpose |
| Contacts | No | ||
| User Content | Collected? | Used for tracking? |
Purpose |
| Emails or Text Messages | No | ||
| Photos or videos | No | ||
| Audio Data | No | ||
| Gameplay Content | No | ||
| Customer Support | No | ||
| Other User Info | Yes | No | SDKs send an 'Accept-Language' header with the user's selected language. |
| Other User Content | No | ||
| Browsing History | Collected? | Used for tracking? |
Purpose |
| Browsing History | Yes | No | The history of the Answer Bot and end-users messages are retained in a ticket if Answer Bot does not solve the end user's question. |
| Search History | Collected? | Used for tracking? |
Purpose |
| Search History | Yes | No | The history of the Answer Bot and end-users messages are retained in a ticket if Answer Bot does not solve the end user's question. |
| Identifiers | Collected? | Used for tracking? |
Purpose |
| User ID | No | No | The SDK generates a UUID on the client. The UUID is used to identify a user because name and email are optional. |
| Device ID | No | ||
| Purchases | Collected? | Used for tracking? |
Purpose |
| Purchase History | No | ||
| Usage Data | Collected? | Used for tracking? |
Purpose |
| Product Interaction (only if mediation partners actively share such data) | No | ||
| Advertising Data | No | ||
| Other Usage Data | No | ||
| Diagnostics | Collected? | Used for tracking? |
Purpose |
| Crash Data | No | ||
| Performance Data | No | ||
| Other Diagnostics Data | Yes | No | The SDK's User-Agent header identifies the version of the SDK, the version of the OS, and the type of the SDK. |
| Other Data | Collected? | Used for tracking? |
Purpose |
| Other Data Types | No |
Zendesk Support SDK (including Guide)
| Contact info | Collected? | Used for tracking? |
Purpose |
| Name | Yes | No | The name can be optionally collected to identify tickets within Zendesk. |
| Email Address | Yes | No | The e-mail address can be optionally collected to identify tickets within Zendesk. |
| Phone Number | No | ||
| Physical Address | No | ||
| Other User Contact Info | No | ||
| Health and Fitness | Collected? | Used for tracking? |
Purpose |
| Health | No | ||
| Fitness | No | ||
| Financial Info | Collected? | Used for tracking? |
Purpose |
| Payment Info | No | ||
| Credit Info | No | ||
| Other Financial Info | No | ||
| Location | Collected? | Used for tracking? |
Purpose |
| Precise Location | No | ||
| Coarse Location (location is inferred based on IP address) | Yes | No | Location is not resolved on the device, but it is resolved on the backend based on the client's IP address. |
| Sensitive Info | Collected? | Used for tracking? |
Purpose |
| Sensitive Info | No | ||
| Contacts | Collected? | Used for tracking? |
Purpose |
| Contacts | No | ||
| User Content | Collected? | Used for tracking? |
Purpose |
| Emails or Text Messages | No | ||
| Photos or videos | Yes | No | Optional. Attachments can be added to users' requests. |
| Audio Data | Yes | No | Optional. Attachments can be added to users' requests. |
| Gameplay Content | No | ||
| Customer Support | Yes | No | The Support SDK is designed to allow end-users to create support requests. |
| Other User Info | Yes | No | SDKs send an 'Accept-Language' header with the user's selected language. |
| Other User Content | No | ||
| Browsing History | Collected? | Used for tracking? |
Purpose |
| Browsing History | Yes | No | Views and searches of Zendesk articles are tracked. This trail is then shown to support agents using Zendesk, so they know which articles the user has already read or searched for. |
| Search History | Collected? | Used for tracking? |
Purpose |
| Search History | Yes | No | Views and searches of Zendesk articles are tracked. This trail is then shown to support agents using Zendesk, so they know which articles the user has already read or searched for. |
| Identifiers | Collected? | Used for tracking? |
Purpose |
| User ID | No | No | The SDK generates a UUID on the client. The UUID is used to identify a user because name and email are optional. |
| Device ID | No | ||
| Purchases | Collected? | Used for tracking? |
Purpose |
| Purchase History | No | ||
| Usage Data | Collected? | Used for tracking? |
Purpose |
| Product Interaction (only if mediation partners actively share such data) | No | ||
| Advertising Data | No | ||
| Other Usage Data | No | ||
| Diagnostics | Collected? | Used for tracking? |
Purpose |
| Crash Data | No | ||
| Performance Data | No | ||
| Other Diagnostics Data | Yes | No | The SDK's User-Agent header identifies the version of the SDK, the version of the OS, and the type of the SDK. |
| Other Data | Collected? | Used for tracking? |
Purpose |
| Other Data Types | No |
Zendesk Chat SDK
| Contact info | Collected? | Used for tracking? |
Purpose |
| Name | Yes | No | The name can be optionally collected to identify chats within Zendesk. |
| Email Address | Yes | No | The e-mail address can be optionally collected to identify tickets and chats within Zendesk. |
| Phone Number | Yes | No | The phone number can be optionally collected to identify chats within Zendesk. |
| Physical Address | No | ||
| Other User Contact Info | No | ||
| Health and Fitness | Collected? | Used for tracking? |
Purpose |
| Health | No | ||
| Fitness | No | ||
| Financial Info | Collected? | Used for tracking? |
Purpose |
| Payment Info | No | ||
| Credit Info | No | ||
| Other Financial Info | No | ||
| Location | Collected? | Used for tracking? |
Purpose |
| Precise Location | No | ||
| Coarse Location (location is inferred based on IP address) | Yes | No | Location is not resolved on the device, but it is resolved on the backend based on the client's IP address. |
| Sensitive Info | Collected? | Used for tracking? |
Purpose |
| Sensitive Info | No | ||
| Contacts | Collected? | Used for tracking? |
Purpose |
| Contacts | No | ||
| User Content | Collected? | Used for tracking? |
Purpose |
| Emails or Text Messages | No | ||
| Photos or videos | Yes | No | Optional. Attachments can be added to users' chats. |
| Audio Data | Yes | No | Optional. Attachments can be added to users' chats. |
| Gameplay Content | No | ||
| Customer Support | No | ||
| Other User Info | No | ||
| Other User Content | No | ||
| Browsing History | Collected? | Used for tracking? |
Purpose |
| Browsing History | Yes | No | Views and searches of Zendesk articles are tracked. This trail is then shown to support agents using Zendesk, so they know which articles the user has already read or searched for. |
| Search History | Collected? | Used for tracking? |
Purpose |
| Search History | No | ||
| Identifiers | Collected? | Used for tracking? |
Purpose |
| User ID | No | ||
| Device ID | Yes | No | The 'machine ID' is used to differentiate clients to the chat backend. |
| Purchases | Collected? | Used for tracking? |
Purpose |
| Purchase History | No | ||
| Usage Data | Collected? | Used for tracking? |
Purpose |
| Product Interaction (only if mediation partners actively share such data) | No | ||
| Advertising Data | No | ||
| Other Usage Data | No | ||
| Diagnostics | Collected? | Used for tracking? |
Purpose |
| Crash Data | No | ||
| Performance Data | No | ||
| Other Diagnostics Data | Yes | No | The SDK's User-Agent header identifies the version of the SDK, the version of the OS, and the type of the SDK. |
| Other Data | Collected? | Used for tracking? |
Purpose |
| Other Data Types | No |
Zendesk Talk SDK
| Contact info | Collected? | Used for tracking? |
Purpose |
| Name | No | ||
| Email Address | No | ||
| Phone Number | No | ||
| Physical Address | No | ||
| Other User Contact Info | No | ||
| Health and Fitness | Collected? | Used for tracking? |
Purpose |
| Health | No | ||
| Fitness | No | ||
| Financial Info | Collected? | Used for tracking? |
Purpose |
| Payment Info | No | ||
| Credit Info | No | ||
| Other Financial Info | No | ||
| Location | Collected? | Used for tracking? |
Purpose |
| Precise Location | No | ||
| Coarse Location (location is inferred based on IP address) | No | ||
| Sensitive Info | Collected? | Used for tracking? |
Purpose |
| Sensitive Info | No | ||
| Contacts | Collected? | Used for tracking? |
Purpose |
| Contacts | No | ||
| User Content | Collected? | Used for tracking? |
Purpose |
| Emails or Text Messages | No | ||
| Photos or videos | No | ||
| Audio Data | No | ||
| Gameplay Content | No | ||
| Customer Support | No | ||
| Other User Info | No | ||
| Other User Content | No | ||
| Browsing History | Collected? | Used for tracking? |
Purpose |
| Browsing History | No | ||
| Search History | Collected? | Used for tracking? |
Purpose |
| Search History | No | ||
| Identifiers | Collected? | Used for tracking? |
Purpose |
| User ID | No | ||
| Device ID | No | ||
| Purchases | Collected? | Used for tracking? |
Purpose |
| Purchase History | No | ||
| Usage Data | Collected? | Used for tracking? |
Purpose |
| Product Interaction (only if mediation partners actively share such data) | No | ||
| Advertising Data | No | ||
| Other Usage Data | No | ||
| Diagnostics | Collected? | Used for tracking? |
Purpose |
| Crash Data | No | ||
| Performance Data | No | ||
| Other Diagnostics Data | Yes | No | The SDK's User-Agent header identifies the version of the SDK, the version of the OS, and the type of the SDK. |
| Other Data | Collected? | Used for tracking? |
Purpose |
| Other Data Types | No |
Zendesk Sunshine Conversations SDK
| Contact info | Collected? | Used for tracking? |
Purpose |
| Name | Yes | No | The name can be optionally collected and used as contextual information in conversations with customer support agents. |
| Email Address | Yes | No | The e-mail address can be optionally collected and used as contextual information in conversations with customer support agents. |
| Phone Number | Yes | No | The phone number can be optionally collected and used as contextual information in conversations with customer support agents. |
| Physical Address | No | ||
| Other User Contact Info | No | ||
| Health and Fitness | Collected? | Used for tracking? |
Purpose |
| Health | No | ||
| Fitness | No | ||
| Financial Info | Collected? | Used for tracking? |
Purpose |
| Payment Info | No | ||
| Credit Info | No | ||
| Other Financial Info | No | ||
| Location | Collected? | Used for tracking? |
Purpose |
| Precise Location | Yes | No | Used as contextual information in conversations with customer support agents. |
| Coarse Location (location is inferred based on IP address) | No | ||
| Sensitive Info | Collected? | Used for tracking? |
Purpose |
| Sensitive Info | No | ||
| Contacts | Collected? | Used for tracking? |
Purpose |
| Contacts | No | ||
| User Content | Collected? | Used for tracking? |
Purpose |
| Emails or Text Messages | No | ||
| Photos or videos | Yes | No | Optional. Attachments can be added to users' chats. |
| Documents | Yes | No | Optional. Attachments can be added to users' chats. |
| Audio Data | Yes | No | Optional. Attachments can be added to users' chats. |
| Gameplay Content | No | ||
| Customer Support | No | ||
| Other User Info | No | ||
| Other User Content | Yes | No | |
| Browsing History | Collected? | Used for tracking? |
Purpose |
| Browsing History | No | ||
| Search History | Collected? | Used for tracking? |
Purpose |
| Search History | No | ||
| Identifiers | Collected? | Used for tracking? |
Purpose |
| User ID | Yes | No | The user identifier is used to differentiate clients to the chat backend. |
| Device ID | Yes | Yes | The 'machine ID' is used to differentiate clients to the chat backend. |
| Purchases | Collected? | Used for tracking? |
Purpose |
| Purchase History | No | ||
| Usage Data | Collected? | Used for tracking? |
Purpose |
| Product Interaction (only if mediation partners actively share such data) | No | ||
| Advertising Data | No | ||
| Other Usage Data | No | ||
| Diagnostics | Collected? | Used for tracking? |
Purpose |
| Crash Data | No | ||
| Performance Data | No | ||
| Other Diagnostics Data | Yes | No | The SDK's User-Agent header identifies the version of the SDK, the version of the OS, and the type of the SDK. |
| Other Data | Collected? | Used for tracking? |
Purpose |
| Other Data Types | No |
0 Comments
Please sign in to leave a comment.