As detailed in the Sub-processor Policy, Zendesk engages OpenAI, L.L.C. ("OpenAI") as a sub-processor to support certain features and functionality within the Zendesk Services.
Important information about OpenAI
Data Processing and Hosting
OpenAI processes data to provide certain generative AI functionality and AI agent within the Zendesk Services.
Zendesk leverages OpenAI’s 'Zero Data Retention' model for current OpenAI-powered features, meaning no data will be stored by OpenAI following the delivery of the output.
For purposes of Zendesk QA (Klaus) and Ultimate, OpenAI is accessed via our Microsoft Azure environments, and no data is processed by OpenAI.
Healthcare Data
Features powered by OpenAI which are available through an Early Access Program (EAP) or Beta are not covered under Zendesk’s Advanced Compliance offering, and may not be used to process Protected Health Information (PHI) by healthcare customers subject to the Health Insurance Portability and Accountability Act (HIPAA).
For more information about HIPAA enablement for OpenAI powered features, please see Advanced Compliance and Security Configuration Requirements for HIPAA or HDS Enabled Accounts on Zendesk.
Compliance with OpenAI Policies
Use of Zendesk Services powered by OpenAI is subject to compliance with the OpenAI usage policies set forth at https://openai.com/policies/usage-policies. Please note that OpenAI requires disclosure to users who are interacting directly with an AI system. If you are using Generative AI for Bots, you may be able to comply with this requirement by appropriately naming your Bot or by configuring an appropriate automated greeting message.
Accuracy
OpenAI outputs are computer-generated and not human-generated, and may produce inaccurate outputs. Zendesk does not guarantee the accuracy of these outputs.
OpenAI Features
All features powered by OpenAI are identified in the Admin Center, and can be enabled and/or disabled by an Admin. Zendesk QA (Klaus) and Ultimate also leverage features powered by OpenAI.