Data Processing Policy – Zendesk Apps
Last updated: 16 December 2025
We understand you take your customers’ data very seriously, so we are 100% blunt on how we handle the data that you provide us with for processing, including your Zendesk data. Below, please find a detailed explanation on how we access, store, and use your and your customers’ data when you use one or more of our Apps.
Please note that, in instances where we act as a data processor with regard to your or your customers’ personal data, our Data Processing Agreement (DPA) applies. The DPA is incorporated by reference to our Service Agreement.
How we access your Zendesk data
In order to provide our Apps functionalities, we need to read and store a set of records and fields from your Zendesk Support account. To do so, we use Zendesk’s secure REST API and follow best practices when accessing this API.
All the traffic between our apps and Zendesk API is exchanged via HTTPS, so is 100% encrypted.
We use OAuth 2 to authenticate all our application’s API requests to Zendesk. OAuth provides a secure way for our application to access your Zendesk data without having to store and use the passwords of Zendesk users, which is sensitive information. All you have to do is authorize us to read your Zendesk data. No passwords or API keys, no mess.
How we store your Zendesk data
All the data is stored securely in Amazon Web Services (AWS) facilities in Europe, Ireland. This service provider meets international security standards such as ISO 27001 and SOC 1, 2 and 3.
All of our servers are within our own virtual private cloud (VPC) with firewalls and network access control lists (ACLs) that prevent unauthorized requests from getting to our internal network.
All the data stored is encrypted both at rest and in motion.
What Zendesk data we read and store, and why
We read your Help Center articles to analyze their content, extract links and images, and make them available to you.
We use the Zendesk Articles API endpoint to read the articles data from your Help Center instance. We read and store all the data returned by this API Endpoint, including: articles title and content, sections, categories, author’s name, labels, and votes. None of your customers or tickets data is accessed from this endpoint.
We read and store all the articles fields made available by Zendesk at this endpoint.
To enable Apps features such Find & Replace and Duplicate articles, we also need to ask for write access to your Help Center. This permission is only required for Help Center data, none of the other Zendesk data is accessed.
Automatic Translation
We use OpenAI’s API to translate Help Center articles from one language to another. While this feature is generative in nature, OpenAI will not use your data to train its models or otherwise improve its services, and your data will not be hosted by OpenAI except ephemerally for the purpose of providing the service. For more information about the processing of your data by OpenAI, please see ANNEX A in our Data Processing Agreement.
When the analytics script is enabled and active on your Help Center, it will send traffic data to our servers for every user event such as page change or search.
Traffic data stored on Swifteq servers to enable Analytics only contains non-personal data, such as: timestamp; device type; URL; search terms; article ID; user id hash; and user email hash (an anonymized identifier that cannot reveal any personal data about the user).
The user email address, where available, is also sent to the App but ONLY stored as an anonymized hash. The raw email address or name of the user is NOT stored on our servers.
In the Help Center Analytics App, you can optionally choose to enable Integrated Analytics: analyze together the Help Center traffic data and the ticketing data from your helpdesk, i.e. comparing ticket volumes with Help Center visits to calculate the Self Service Score. When Integrated Analytics is enabled, we need to read and store a small number of standard non-sensitive fields for each Zendesk ticket and user, such as: TicketId; User ID; and Anonymized User Email Hash.
NO personal data from tickets or users are stored on our servers.
We access and use your Help Center articles to analyze their content, detect broken links and make them available to you.
We use the Zendesk Articles API endpoint to read the articles data from your Help Center instance. None of your customers’ data is accessed from this endpoint.
We read and store the following fields: article title & body, author name, dates & times, url, language, section, category, labels, votes.
Ticket Data Fields
NO personal data from Zendesk tickets (your employees or customers) will be stored on our servers. A cache service running on our servers persists the following fields for each ticket for up to 5 minutes, after which they are automatically deleted: ticket id, requester id, group id, priority, channel. Such information does not contain personal data.
App Merge Duplicates only: in order to allow for the exclusion of tickets from certain email addresses, the requester email address is also sent to the App for verification only (on the fly), but it is NOT stored in any shape or form on our servers. If, for security concerns, you don’t need this field to be sent to the App, please get in touch with us.
Configuration Data
This is data that you knowingly configure in the App to exclude certain tickets from merging (groups, priority, requester emails).
NO personal data from Zendesk tickets (your employees or customers) will be stored on our servers. A cache service running on our servers persists the ticket ID while the ticket event is being processed, after which it is automatically deleted. All the other ticket data points are loaded on the fly through the Zendesk API and sent to the OpenAI API for processing ONLY when they are the object of the ChatGPT action in a workflow.
Depending on your workflows, these data points are the ticket comments from customers or agents, and will be sent to the OpenAI API as part of a LLM prompt. According to OpenAI’s enterprise privacy policy, OpenAI will not use your data to train its models or otherwise improve its services, and your data will not be hosted by OpenAI except ephemerally for the purpose of providing the service. For more information about the processing of your data by OpenAI, please see ANNEX A in our Data Processing Agreement.
For organizations with strict data residency requirements, we can configure the application to operate exclusively within the European Union.
Upon request, the app can be deployed using the Microsoft Azure data center located in Sweden (EU region). This ensures that all ticket data processed by the application remains within EU infrastructure.
In this setup:
• All Zendesk ticket content sent to the AI processing layer is routed only through EU-based Azure infrastructure
• No ticket data leaves the European Union
• Processing is isolated to EU-hosted services
This deployment model helps organizations meet GDPR data residency expectations by ensuring that customer support ticket data is processed and stored exclusively within EU borders.
NO personal data from Zendesk tickets (your employees or customers) will be stored on our servers. Only the customer and agent messages being translated are sent to the OpenAI API on the fly, as part of a ChatGPT prompt. We do NOT store these messages on our servers.
According to OpenAI’s enterprise privacy policy (which applies to their API usage), OpenAI will not use your data to train its models or otherwise improve its services, and your data will not be hosted by OpenAI except ephemerally for the purpose of providing the service. For more information about the processing of your data by OpenAI, please see ANNEX A in our Data Processing Agreement.
NOTE: where configuration of known languages for each team member is required, we need to load the full list of agents from your Zenedesk instance. We only load and store the agent Zendesk identifier and the agent name. This step is optional and requires manual enabling.
Advanced Search Plus
NO personal data from Zendesk tickets (your employees or customers) will be sent or stored outside your Zendesk instance. The app runs fully inside the Zendesk UI and framework and uses no server side components or Swifteq infrastructure. All processing happens directly in your Zendesk environment and no data leaves your Zendesk instance at any point.
MCP Server
MCP server for Zendesk processes data only when requested by your MCP client. The app retrieves the required ticket information from your Zendesk account through OAuth-secured API access and immediately delivers it to your local MCP-compatible assistant. No ticket content or metadata is stored, logged, or retained by Swifteq. Data passes through the MCP Server only long enough to fulfill the request, after which it is discarded.