Privacy Notice

UJET Cloud Contact Center integrates with Zendesk to enable voice, chat, and email support directly within your agent interface.

For purposes of data protection law, your organisation is the data controller for the customer data processed through Zendesk App. UJET acts as a processor (or service provider) and processes data only on your documented instructions and to provide the app functionality.

Data Access

The UJET app reads the following from Zendesk:

• User profiles: ID, name, email, phone numbers, identities, custom fields
• Tickets: ID, status, fields, audits, tags, comments
• Search results when looking up users or tickets

The UJET app writes the following to Zendesk:

• Call recordings, chat transcripts, cobrowse recordings, voicemail, photos, videos, and documents as ticket attachments
• Ticket comments with interaction details
• Custom ticket and user fields for UJET metadata

Data Use

We use this data to:

• Display customer context during support interactions
• Enable voice, chat, and email through UJET
• Create, update, and merge tickets and user profiles based on interactions
• Attach interaction recordings and media to tickets

Data Storage

• In Zendesk: Interaction data (recordings, transcripts, media) is uploaded to your Zendesk account as ticket attachments
• Temporary: Media files are temporarily held during upload processing and deleted after completion
• Customer-managed storage (optional): If your organization has configured external cloud storage, media may also be stored in your own cloud buckets

UJET does not maintain a separate permanent copy of your Zendesk data after processing is complete, except as required for security logging, troubleshooting, or legal compliance.

Data Sharing

We do not sell or disclose customer data to third parties for their own purposes. Data transfers occur only between Zendesk and UJET to deliver app functionality, including:

• Between your Zendesk instance and UJET systems
• With UJET service providers (subprocessors) that support hosting, storage, and service delivery under contractual confidentiality and data protection obligations

A current list of subprocessors is available in the UJET trust center/subprocessor page.

Data Protection

• OAuth 2.0 authentication for Zendesk API access
• All communication with Zendesk occurs over HTTPS
• Access controls and logging to limit and monitor internal access to customer data

Data Retention

• Data stored in Zendesk follows your Zendesk retention policies
• Data in customer-managed cloud storage follows whatever retention rules your organization has configured on those buckets
• Temporary processing data is deleted after upload
• Deleting data in Zendesk removes UJET-created attachments and comments

UJET does not control retention periods configured by your organisation in Zendesk or in customer-managed storage.

AI/LLM Training

UJET does not use Zendesk API data accessed through this app to train general-purpose AI, machine learning models, or large language models. Zendesk API data is used solely to provide the UJET Zendesk App functionality for the customer account associated with that data.

Your Rights

If you are an end user and have questions about your personal data, including requests to access, correct, or delete your data, please contact the organisation that uses UJET and Zendesk to support you (the data controller).