Recent searches


No recent searches

John Didday's Avatar

John Didday

Joined Apr 14, 2021

·

Last activity Nov 26, 2024

Following

0

Follower

1

Total activity

47

Votes

29

Subscriptions

5

ACTIVITY OVERVIEW

Latest activity by John Didday

John Didday commented,

CommentZendesk policies and agreements

November 16, 2023 - This policy has been updated to reflect the coverage of Zendesk Messaging, Voice, and Platform functionality, and to reflect full coverage of Community Forums functionality.

View comment · Posted Nov 16, 2023 · John Didday

0

Followers

0

Votes

0

Comments


John Didday commented,

CommentZendesk policies and agreements

October 30, 2023 - this Policy has been updated to reduce the storage duration of the _zdshared_user_session_analytics cookie to 90 days.

View comment · Posted Oct 30, 2023 · John Didday

0

Followers

0

Votes

0

Comments


John Didday commented,

CommentZendesk policies and agreements

This policy has been updated to remove from scope legacy functionality no longer provided by Zendesk, and to reflect the full coverage of Zendesk Help Center Functionality.

View comment · Posted Aug 22, 2023 · John Didday

0

Followers

0

Votes

0

Comments


John Didday created an article,

ArticleZendesk policies and agreements

The Japan Telecommunications Business Act may require certain Zendesk subscribers in the telecommunications industry to disclose information about third-party cookies to their end users.

Analytics Cookies

The majority of Zendesk’s in-product cookies are necessary for the proper functioning of the Services. In addition, Zendesk provides certain Analytics cookies in-product. To the extent you are required or wish to disclose these cookies to your customers, please find more information below:

Service Cookie Name Type of User Information Transmitted Entity Processing the User Information
Help Center Functionality hc:{user_identifier}:recently_ visited_articles Stores a history of recently visited articles locally in the end-user’s browser. No data is transmitted. Not applicable (data is stored locally on the end user's device)
Help Center Functionality
help_center_data A text string of the end-user’s most recent search. There is no identifier of the user stored with it. Zendesk
Help Center Functionality _zdshared_user_session_analytics Unique user identifier (UUID) value used as a session ID. Zendesk
Sunshine Conversations Web Messenger cid A Stripe analytics client ID used for service improvement. Stripe
Web Widget (Classic) and Web Widget ZD-suid A UUID value used as a session ID. Zendesk
Web Widget (Classic) and Web Widget ZD-buid A UUID value used as a device ID. Zendesk

For information on the purpose of the above-listed cookies, as well as additional information about Zendesk’s in-product cookies, please see the Zendesk In-Product Cookie Policy.

Please note that Zendesk also offers you the ability to use Google Analytics cookies in your Help Center (see here). You and not Zendesk are in control of whether these cookies are enabled. Please refer to Google documentation or reach out to Google directly if you have enabled these cookies and require more information.

Notifying End-Users of Cookies

Zendesk allows you to notify your end-users of cookies used in-product. Please see the below articles for more information:

Edited May 25, 2023 · John Didday

1

Follower

15

Votes

0

Comments


John Didday commented,

CommentZendesk policies and agreements

This policy has been updated to add Zendesk Chat as Covered Functionality and to reflect the new availability of Hosting Help Center Attachments in any Zendesk region.

 
 
 

View comment · Posted Apr 27, 2023 · John Didday

0

Followers

0

Votes

0

Comments


John Didday commented,

CommentZendesk policies and agreements

March 14, 2022 - This Policy has been updated to add the ZD-bannerDismissed localStorage object.

 

View comment · Posted Mar 14, 2023 · John Didday

0

Followers

0

Votes

0

Comments


John Didday commented,

CommentZendesk policies and agreements

February 9, 2022 - This Policy has been updated to add the ZD-soundNotificationDisabledKey cookie.

View comment · Posted Feb 10, 2023 · John Didday

0

Followers

0

Votes

0

Comments


John Didday commented,

CommentZendesk policies and agreements

January 10, 2022 - These Supplemental Terms have been updated as described above. For reference, a previous version of the Supplemental Terms is also available above.

View comment · Posted Jan 10, 2022 · John Didday

0

Followers

0

Votes

0

Comments


John Didday created an article,

ArticleZendesk policies and agreements

We have updated this Deletion Policy. If you are a new Subscriber, then this Deletion Policy will be effective as of April 10, 2024. If you are an existing Subscriber, we are providing you with prior notice of these changes which will be effective as of May 10, 2024. The previous version of this Deletion Policy can be accessed here.

Zendesk’s Service Data Deletion Policy (“Deletion Policy”) describes how our Subscribers’ Service Data is deleted in connection with the cancellation, termination or migration of an Account within the Zendesk Services detailed herein. This Policy does not apply to (a) data that resides in any Zendesk product or services not detailed in this Policy; (b) data that resides in Non-Zendesk Services managed and hosted by third parties and the Service Data that is or may be shared with such Non-Zendesk Services (as defined in our Main Services Agreement); or (c) data that resides in a Zendesk product or service that is in a Beta, Testing or Early Access Program (except as noted within this Deletion Policy). Definitions for the categories of Structured and Unstructured Service Data covered in this Deletion Policy can be found following the corresponding table below. Definitions for the covered functionality and Services within the Structured and Unstructured Service Data categories can be found in the Service-Specific Supplemental Terms found here: https://support.zendesk.com/hc/en-us/articles/360047508453-Supplemental-terms-Zendesk-s-service-specific-terms. For reference, such definitions are as follows:

  • Ticketing System Functionality: means Zendesk Support and help desk functionality, email support functionality and Agent Workspace functionality available within Zendesk Suite.
  • 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.
  • Live Chat Functionality: means Zendesk Chat and live chat functionality available within Zendesk Suite.
  • Voice Functionality: means Zendesk Talk and call center software 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.
  • Zendesk QA (Klaus): means workforce quality assurance functionality available within a Zendesk QA (Klaus) Add-on.
  • Ultimate: means the customer support automation platform available within an Ultimate Add-on.

Account Cancellation or Termination

Unless otherwise noted below, ninety (90) days after your Account for one of the Services listed below is canceled or terminated; or, except as noted below, nine (9) months after your trial has ended for one of the Services (assuming that you have not purchased a subscription to that Service), an automated process will begin that permanently deletes your Service Data for the canceled Service in accordance with the timelines set forth in the tables below. Once commenced, this process cannot be reversed and Service Data will be permanently deleted.

Except for Voice Functionality trial accounts, if a Service or functionality listed below requires a Zendesk Suite, Zendesk Support Account or a Zendesk Chat Account subscription, the deletion process outlined in this Deletion Policy shall not begin until the corresponding Zendesk Suite, Zendesk Support Account or Zendesk Chat Account (as appropriate) is canceled or terminated. Voice Functionality trial accounts for which a Subscriber does not subscribe to Voice Functionality following the trial, will commence deletion ninety (90) days after suspension or termination of the account. This deletion will occur even if Subscriber has an active subscription to another Zendesk Service. 

For Zendesk Sunshine Conversations, deletion will commence within sixty (60) days for Structured Service Data and ninety (90) days for Unstructured Service Data after the effective date of cancellation or termination of your Sunshine Conversations Account in accordance with the terms of this Deletion Policy. 

Migration

In certain instances, the migration of Service Data to another data center location may be required. In this process, a copy of your Service Data will be created for the purposes of assuring that it has been fully migrated to another data center location. This assurance process conducted by Zendesk may take up to thirty (30) days from the date of the commencement of such migration. After the migration process has been completed and confirmed, the deletion of the copy of your Service Data in the former data center location will commence under this policy in accordance with the timelines set forth in the tables below. Subscribers should expect that migrations will likely require downtime.

Data Deletion Timeline for Structured Service Data

Structured Service Data is data in your Account for a Service that is viewable within the Service such as Ticket Data, Live Chat Content, Call Recordings, and Agent and End-User information.

The following table details the applicable Zendesk Service or functionality, the types of Structured Service Data in the Service or functionality, and the associated deletion details once the deletion process has commenced:

Ticketing System Functionality (excluding Agent Workspace Functionality)

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Ticket Data 40 days
User Data 40 days
Attachments 40 days
SSL Certificates 40 days

Help Center Functionality

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Help Center Content 40 days
Attachments and Images 40 days
Spam Filter 40 days

Community Forum Functionality

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Community Forum Content 40 days
Images 40 days
Spam Filter 40 days

Live Chat Functionality

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Live Chat Content 120 days
Tags 120 days
Shortcuts 120 days
Bans 120 days
Analytics 120 days
Message Conversations 120 days

Voice Functionality

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Call Recordings 40 days
Transcriptions 40 days
SMS Messages 40 days
Call Data 40 days

Analytics Functionality

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Analytics Data 90 days
Zendesk Connector Data 90 days

Zendesk Sunshine

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Sunshine Data 90 days

Zendesk Sell

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Domain Objects 40 days
Call Recordings 40 Days
Emails 40 Days
Documents and Attachments 40 Days
Account and Agent Data 40 Days

 Zendesk Sunshine Conversations

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Sunshine Conversations Data 60 days

 Zendesk Agent Workspace

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Agent Workspace Social Messaging Data 120 days
Other Agent Workspace Data 120 days

Zendesk Messaging

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Messaging conversations (including web/mobile/social messaging conversations) 120 days
Shortcuts 120 days
Flow Builder / Answer Bot conversations 90 days

Zendesk WFM (Tymeshift) Functionality

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Workforce Management Data 120 days

Zendesk QA (Klaus)

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
QA Data 40 days

Ultimate

Structured Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Ultimate Data 120 days

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.
  • Attachments: includes files attached to tickets or articles.
  • SSL Certificates: includes SSL certificates used when Subscriber securely accesses its custom branded Support domain.
  • Help Center Content: includes data posted on a Subscriber’s Help Center Functionality such as articles and any comments thereto.
  • Community Forum Content: includes data posted on a Subscriber's Community Forum Functionality such as posts and any comments thereto.
  • Images: includes image files attached to articles, posts, or comments in Help Center Functionality and Community Forum Functionality.
  • Live Chat Content: includes content inserted into a Live Chat session by an End-User or Subscriber.
  • Tags: includes labels a Subscriber can add to Live Chat sessions to help categorize and sort Live Chat sessions.
  • Shortcuts: includes macro responses used in Live Chat Functionality.
  • Bans: includes End-User numerical id and IP address used by Subscriber to ban certain End-Users in Live Chat Functionality.
  • Analytics: includes contents of reporting dashboard for Subscriber to analyze Live Chat and activities in Live Chat Functionality.
  • Message Conversations: includes content inserted into a Message thread by End-Users or Agents.
  • Call Recordings: includes live call recordings and voicemails.
  • Transcriptions: includes written transcriptions of call recordings and voicemails. Transcriptions are also stored in Ticketing System Functionality tickets.
  • SMS Messages: includes content exchanged through Zendesk Text by Agents and End-Users. This data is also stored in Ticketing System Functionality Tickets.
  • Call Data: includes metadata about the call such as time and duration.
  • Analytics Functionality Data: includes data that is stored as part of the Analytics Functionality, such as accounts, users, and metric/query/dashboard metadata.
  • Zendesk 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 and Support).
  • Sunshine Data: includes all data that Subscriber inputs into Zendesk Sunshine functionality (e.g. Custom Objects, Custom Events and Unified Profiles).
  • Domain Objects: includes leads, deals, contacts, custom fields, products, notes input into Zendesk Sell by Subscribers. 
  • Call Recordings: includes live call recordings and voicemails processed in Zendesk Sell Voice.
  • Emails: includes emails exchanged by Subscriber and End-Users within Zendesk Sell.
  • Documents and Attachments: includes all documents and attachments uploaded into Zendesk Sell.
  • Account and Agent Data: includes Subscriber account information and Agent Data processed in the provision of Zendesk Sell.
  • Sunshine Conversations Data: includes all data that Subscriber inputs into Zendesk Sunshine Conversations functionality.
  • Agent Workspace Social Messaging Data: includes Ticket Data and User Data associated with Agent Workspace tickets created via social messaging channels.
  • Other Agent Workspace Data:  includes all Service Data inserted into Agent Workspace functionality other than Social Messaging Data.
  • Messaging conversations: includes ticket data and user data for web/mobile/social messaging conversations within Zendesk messaging.
  • Shortcuts: includes macro responses used in Zendesk messaging.
  • Flow Builder / Answer Bot conversations: includes conversations between end-users and bots.
  • Workforce Management Data: includes all data ingested by Zendesk WFM (Tymeshift) from Zendesk as well as Subscriber profile information, authentication information, and user inputs and interactions within Zendesk WFM (Tymeshift).
  • QA Data: includes all data ingested by Zendesk QA (Klaus) from Zendesk as well as Subscriber profile information, authentication information, evaluations of support interactions, agent development insights, and quality improvement metrics.
  • Ultimate Data: includes all data ingested by Ultimate from Zendesk and/or other integrated data sources, as well as Subscriber profile information, authentication information, End-User and Subscriber communication data, categorical training data for machine learning models, model performance metrics, and platform settings.

Data Deletion Timeline For Unstructured Service Data

Unstructured Service Data is Service Data that cannot be viewed by Subscriber in the Service or functionality and includes Service Data that, for example, is maintained in backups, logs and search indices. Unstructured Service Data is deleted according to the deletion timelines described below.

The following table details types of Unstructured Service Data in the Service and functionality and the associated timelines for deletion once the deletion process has started:

Ticketing System Functionality, Help Center Functionality, and Community Forum Functionality

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 130 days
Logs 365 days
Archived Emails 90 days
Search Indices 70 days

Live Chat Functionality

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 90 days
Logs 180 days
Emails 90 days
Search Indices 90 days
Message Logs 90 days

Analytics Functionality

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Logs 90 days

Zendesk Sunshine

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 130 days
Logs 365 days

Zendesk Sell

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 90 days
Logs 365 days
Search Indices 40 days

Zendesk Sunshine Conversations

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 95 days

Zendesk WFM (Tymeshift) Functionality

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 90 days
Logs 365 days

Zendesk QA (Klaus)

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 7 days
Logs 365 days

Ultimate

Unstructured Service Data Description Timeline for Deletion (after deletion process begins) for Cancellation, Termination or Migration
Backups 14 days
Logs 365 days

Definitions

Ticketing System Functionality

  • Backups: includes regular backups of any database data and logs.
  • Logs: includes logs generated by applications and infrastructure.
  • Archived Emails: includes raw copies of emails retained for troubleshooting purposes after transforming into ticket data.
  • Search Indices: includes indices created to optimize search performance.

Live Chat Functionality

  • Backups: includes backup of MySQL data for certain Account data.
  • Logs: includes record of Account and Live Chat information saved for debugging purposes.
  • Emails: includes logs of the header responses and status of emails sent to Subscribers.
  • Search Indices: includes Live Chat data that is indexed in Elastic search for Subscriber search purposes.

Analytics Functionality

  • Logs: includes logs used for the debugging of issues within Analytics Functionality.

Zendesk Sunshine

  • Backups: includes regular backups of any database data and logs.
  • Logs: includes logs generated by applications and infrastructure.

Zendesk Sell

  • Backups: includes regular backs created in performance of Zendesk Sell.
  • Logs: includes all logs generated by Zendesk Sell.
  • Search Indices: includes Zendesk Sell data that is indexed in elastic search for Subscriber search purposes.

Zendesk Sunshine Conversations

  • Backups: includes regular backups of any database data and logs.

Zendesk WFM (Tymeshift) Functionality

  • Backups: includes regular backups of any Zendesk WFM (Tymeshift) database data and logs
  • Logs: includes logs generated by Zendesk WFM (Tymeshift) applications and infrastructure.

Zendesk QA (Klaus)

  • Backups: regular backups of any Klaus database data and logs and other data redundancy strategies of any Klaus database data and logs.
  • Logs: includes logs generated by Zendesk QA (Klaus) applications and infrastructure.

Ultimate

  • Backups: regular backups of any Ultimate database data.
  • Logs: includes logs generated by Ultimate applications and infrastructure.

Policy Limitations

This Deletion Policy is applicable only to the specific Service Data described above. As described in greater detail in our Privacy Notice and Main Services Agreement, Zendesk collects certain information from Subscribers to the Services, such as: the names and email addresses of Agents; billing address; and other information which may be used for billing, business analytics, marketing, and notification purposes (collectively, “Customer Information”). 

The deletion procedures in this Deletion Policy do not apply to Customer Information, which is maintained by Zendesk in accordance with its Privacy Notice and Main Services Agreement. Similarly, Zendesk collects and retains usage data, other metadata and statistical information concerning the use of the Zendesk Services which are not subject to the deletion procedures in this Deletion Policy. 

Zendesk reserves the right not to adhere to this Policy when deleting Service Data in cases where Zendesk terminates an Account for violation of our Privacy Notice or Main Services Agreement.

Expedited Service Data Deletion

We do not offer expedited deletion of Service Data. Except as otherwise noted, all Service Data is deleted according to the schedules presented above.

Edited Jul 08, 2024 · John Didday

15

Followers

151

Votes

7

Comments


John Didday created an article,

ArticleZendesk policies and agreements

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
Call transcription 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. 

Edited Jan 09, 2025 · John Didday

7

Followers

157

Votes

8

Comments