Privacy for safe ticket review in Zendesk.

1. Overview

ResolveAI is a Zendesk Support application that reviews routine support tickets against Help Center content and configured policies, prepares reply previews, and escalates low-confidence or policy-sensitive cases to human agents. This policy explains what data the application accesses, how it is used, and how it is protected.

2. Data we access

When installed and authorized, ResolveAI accesses the following data from your Zendesk account:

• Ticket content — subject, description, and comments on support tickets routed to the app
• Requester information — name and email address of the ticket submitter
• Knowledge base articles — public Help Center articles used to generate resolutions
• Ticket metadata — status, priority, and tags

3. How we use your data

• Ticket content and requester information may be sent to a configured third-party large language model provider to analyze the issue and generate a reply preview or escalation recommendation. Provider data handling is governed by each provider's terms and policies.
• OAuth access tokens are stored securely in an encrypted Redis database to maintain your Zendesk connection across sessions.
• We do not sell, share, or use your data for advertising.
• We do not store ticket content or personally identifiable information after processing is complete.

4. Data retention

ResolveAI does not retain ticket data or customer information after a ticket has been processed. OAuth tokens are stored only for as long as the integration remains active and are deleted upon disconnection.

5. Third-party services

• Groq / Google Gemini / SambaNova / Nvidia — LLM inference providers. Ticket content may be transmitted to one configured provider per request. Each provider's data processing agreement governs data handling on their end.
• Upstash Redis — encrypted token storage. No ticket content is stored here.
• Stripe — payment processing for paid subscription plans. Stripe's privacy policy governs billing data.

6. Data security

All data in transit is encrypted via TLS. OAuth tokens are stored in an encrypted Redis instance with short TTLs. API keys and sensitive configuration values are stored as encrypted environment variables and are never exposed in logs or responses.

7. Your rights

You may disconnect ResolveAI at any time from your Zendesk admin panel. Upon disconnection, all stored OAuth tokens are deleted. To request deletion of any other data or to ask questions about this policy, contact support@dasgroupllc.com.