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For AI agents - Advanced (Ultimate), customers decide how the training set is sanitized.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-ai_training-sanitize-2026-10-22"},{"fact_id":"zendesk-aggregate_use-2026-10-22","tool":"zendesk","field":"aggregate_use","plan":null,"product":null,"addon":null,"role":"headline","covers":"agent personal data and Service Data (Zendesk Benchmark)","value":"reserved","answer":"Reserved","basis":"stated","quote":"Zendesk Benchmark aggregates and anonymizes the personal data of Customer's Agents and Service Data and publishes this information, segmented by industry, geography, and other metrics, in order to provide qualitative insight on customer support metrics and other relevant insights.","doc_id":"zendesk-supplemental","source_title":"Supplemental terms: Zendesk's service-specific terms","source_url":"https://support.zendesk.com/hc/en-us/articles/4408831944730-Supplemental-terms-Zendesk-s-service-specific-terms","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Supplemental Terms, 'Zendesk Benchmark': on by default, can be turned off in the product; Zendesk may also use it for its own marketing.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-aggregate_use-2026-10-22"},{"fact_id":"zendesk-aggregate_use-ccpa-2026-10-22","tool":"zendesk","field":"aggregate_use","plan":null,"product":null,"addon":null,"role":"supporting","covers":"aggregated or anonymized usage information","value":"reserved","answer":"Reserved","basis":"stated","quote":"We may share aggregated and/or anonymized information regarding use of the Service(s), which is not considered personal information under the CCPA, with third parties to help us develop and improve the Services","doc_id":"zendesk-trust-center","source_title":"Zendesk Trust Center (Model Training and CCPA sections)","source_url":"https://www.zendesk.com/trust-center/","source_kind":"ai_policy","source_status":"ok","observed":"2026-10-22","note":"Trust Center, CCPA section; the sentence continues 'and provide our subscribers with more relevant content and service offerings as detailed in our subscriber agreements'.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-aggregate_use-ccpa-2026-10-22"},{"fact_id":"zendesk-aggregate_use-privacy-2026-10-22","tool":"zendesk","field":"aggregate_use","plan":null,"product":null,"addon":null,"role":"detail","covers":"personal data under the Privacy Notice (account and site visitors, not Service Data)","value":"reserved","answer":"Reserved","basis":"stated","quote":"We may also de-identify, anonymize, or aggregate personal data to use or share with third parties for any purpose, where legally permitted.","doc_id":"zendesk-privacy","source_title":"Privacy Notice","source_url":"https://www.zendesk.com/company/agreements-and-terms/privacy-notice/","source_kind":"privacy","source_status":"ok","observed":"2026-10-22","note":"Privacy Notice covers Zendesk's own processing (account holders, site visitors); Service Data is governed by the ZCA and DPA.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-aggregate_use-privacy-2026-10-22"},{"fact_id":"zendesk-export-paid-2026-10-22","tool":"zendesk","field":"export","plan":["Growth","Professional","Enterprise"],"product":null,"addon":null,"role":"headline","covers":"tickets (with comments), users, organizations","value":{"scope":"all","needs_approval":true,"who":["owner","admin"],"method":["admin_screen","support_request","api"],"formats":["JSON","CSV","XML"]},"answer":"Everything by the owner or an admin through an admin screen, a support request or the API, once the vendor approves","basis":"stated","quote":"The account owner must contact Zendesk Customer Support to enable data exports in the account.","doc_id":"zendesk-export","source_title":"Exporting ticket, user, or organization data from your account","source_url":"https://support.zendesk.com/hc/en-us/articles/4408886165402-Exporting-ticket-user-or-organization-data-from-your-account","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"Export tools are for Suite Growth, Professional, Enterprise, Enterprise Plus and Support Professional, Enterprise (Admin Center > Account > Tools > Reports). Exports are off by default; once enabled, admins run them (can be restricted to certain admins). JSON includes comments; AI agent tickets cannot be exported.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-export-paid-2026-10-22"},{"fact_id":"zendesk-export-team-2026-10-22","tool":"zendesk","field":"export","plan":["Team"],"product":null,"addon":null,"role":"headline","covers":"tickets, users, organizations via the REST API","value":{"scope":"all","needs_approval":false,"who":["admin"],"method":["api"],"formats":["JSON"]},"answer":"Everything by an admin through the API","basis":"stated","quote":"However, customers on all Zendesk plans can use the Zendesk REST API to export data.","doc_id":"zendesk-export","source_title":"Exporting ticket, user, or organization data from your account","source_url":"https://support.zendesk.com/hc/en-us/articles/4408886165402-Exporting-ticket-user-or-organization-data-from-your-account","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"The previous sentence: 'The exporting tools described in this article are not available on Team plans.' 'who' is our reading: API access needs an admin-created token; the article names no role. Endpoints: List Tickets, List Users, List Organizations, Incremental Exports.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-export-team-2026-10-22"},{"fact_id":"zendesk-export-csv-2026-10-22","tool":"zendesk","field":"export","plan":null,"product":null,"addon":null,"role":"detail","covers":"CSV ticket export","value":{"scope":"partial","needs_approval":true,"who":["owner","admin"],"method":["admin_screen"],"formats":["CSV"]},"answer":"Part of it by the owner or an admin through an admin screen, once the vendor approves","basis":"stated","quote":"The data does not include deleted tickets, ticket comments, or ticket descriptions.","doc_id":"zendesk-export","source_title":"Exporting ticket, user, or organization data from your account","source_url":"https://support.zendesk.com/hc/en-us/articles/4408886165402-Exporting-ticket-user-or-organization-data-from-your-account","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"CSV export only; use JSON (recommended above 200,000 tickets) or XML for full ticket content.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-export-csv-2026-10-22"},{"fact_id":"zendesk-retention-2026-10-22","tool":"zendesk","field":"retention","plan":null,"product":null,"addon":null,"role":"headline","covers":"tickets, including closed and archived tickets","value":{"keeps":"all","deletes_older":false},"answer":"All of it","basis":"inferred","quote":"Archived tickets are still accessible and actionable.","doc_id":"zendesk-archiving","source_title":"About ticket archiving","source_url":"https://support.zendesk.com/hc/en-us/articles/4408887617050-About-ticket-archiving","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"Reading: closed tickets are archived 120 days after closing (hidden from views, still searchable, in the API and incremental export), not deleted; deletion only happens through deletion schedules the customer creates. No plan page or help article states a history limit.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-retention-2026-10-22"},{"fact_id":"zendesk-retention-schedules-2026-10-22","tool":"zendesk","field":"retention","plan":null,"product":null,"addon":null,"role":"supporting","covers":"archived tickets","value":{"keeps":"all","deletes_older":false},"answer":"All of it","basis":"stated","quote":"While archived tickets are still accessible, it's recommended that you delete them regularly.","doc_id":"zendesk-deletion-schedules","source_title":"Creating ticket deletion schedules","source_url":"https://support.zendesk.com/hc/en-us/articles/6388012977306-Creating-ticket-deletion-schedules","source_kind":"help","source_status":"ok","observed":"2026-10-22","note":"Deletion schedules are available on every plan (one active schedule; up to 10 with the Advanced Data Privacy and Protection add-on) and delete only archived tickets.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-retention-schedules-2026-10-22"},{"fact_id":"zendesk-retention-storage-2026-10-22","tool":"zendesk","field":"retention","plan":null,"product":null,"addon":null,"role":"detail","covers":"storage over the plan limit","value":{"keeps":"all","deletes_older":false},"answer":"All of it","basis":"stated","quote":"Additional fees will apply if Customer exceeds applicable pricing metrics in the Order Form or the limits in the Storage Limits Policy.","doc_id":"zendesk-zca","source_title":"Zendesk Customer Agreement (formerly Main Services Agreement; zendesk.com/.../main-services-agreement/ redirects here)","source_url":"https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"ZCA 4.2: going over the storage limit costs more; it does not delete data.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-retention-storage-2026-10-22"},{"fact_id":"zendesk-after_cancel-2026-10-22","tool":"zendesk","field":"after_cancel","plan":null,"product":null,"addon":null,"role":"headline","covers":"all Service Data","value":{"days":30,"export_window":true},"answer":"30 days to export","basis":"stated","quote":"During and 30 days after the Subscription Term, Customer may export Service Data","doc_id":"zendesk-zca","source_title":"Zendesk Customer Agreement (formerly Main Services Agreement; zendesk.com/.../main-services-agreement/ redirects here)","source_url":"https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"ZCA 3.4; the sentence continues 'except for Service Data that: (i) has been deleted according to the Documentation, including the Service Data Deletion Policy; (ii) was created in violation of this Agreement; or (iii) is legally restricted.' Team plans export through the API only.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-after_cancel-2026-10-22"},{"fact_id":"zendesk-after_cancel-dpa-2026-10-22","tool":"zendesk","field":"after_cancel","plan":null,"product":null,"addon":null,"role":"supporting","covers":"personal data in Service Data","value":{"days":30,"export_window":true},"answer":"30 days to export","basis":"stated","quote":"Upon Customer's written request, Zendesk will make Service Data available to Customer for export or download as provided in the Agreement.","doc_id":"zendesk-dpa","source_title":"Data Processing Agreement","source_url":"https://www.zendesk.com/company/data-processing-agreement/","source_kind":"dpa","source_status":"ok","observed":"2026-10-22","note":"DPA section 5; the next sentence: 'Zendesk will delete Service Data in accordance with Zendesk's Service Data Deletion Policy.'","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-after_cancel-dpa-2026-10-22"},{"fact_id":"zendesk-after_cancel-deletion-2026-10-22","tool":"zendesk","field":"after_cancel","plan":null,"product":null,"addon":null,"role":"detail","covers":"ticket data, users and attachments","value":{"days":130,"export_window":false},"answer":"Kept 130 days, no export","basis":"inferred","quote":"Unless otherwise noted below, ninety (90) days after your Account for one of the Services listed below is canceled or terminated","doc_id":"zendesk-deletion-policy","source_title":"Zendesk Service Data Deletion Policy","source_url":"https://support.zendesk.com/hc/en-us/articles/4408883628954-Zendesk-Service-Data-Deletion-Policy","source_kind":"terms","source_status":"ok","observed":"2026-10-22","note":"Deletion starts 90 days after cancellation, then ticket data, user data and attachments are deleted within 40 days (Live Chat and Messaging 120 days), so 130 days is our sum. export_window false rests on ZCA 3.4, which allows export only for 30 days. Unpurchased trials: deletion starts 9 months after the trial ends.","quote_checked":true,"supersedes":null,"current":true,"url":"https://dataconto.com/open-data/tools/zendesk#fact-zendesk-after_cancel-deletion-2026-10-22"}],"fact_count":20,"open":["Plans grouped: 'Team' = Support Team and Suite Team; 'Growth' = Suite Growth (Support has no Growth tier); 'Professional' = Support and Suite Professional; 'Enterprise' = Support and Suite Enterprise plus Enterprise Plus.","No admin-screen toggle found for the proprietary-model training opt-out; Supplemental Terms route it through a support request. AI Trust at Zendesk says 'Customers control whether their data is used for model training' without naming the control.","Retention 'keeps all' is a reading: no page states a plan history limit; closed tickets are archived (still accessible) after 120 days and only customer-made deletion schedules delete them. The 'Deleting tickets' article (30-day Deleted tickets view) was not fetched.","Between day 30 (end of the ZCA 3.4 export window) and day 90 (deletion starts) the data still exists, but no document says the customer can reach it then.","Help-article versions are the article 'edited_at' value in the page data, not a date printed in the static HTML; legal pages (ZCA, Supplemental Terms, Deletion Policy, Privacy) use the new-customer effective date shown on the page. DPA, AI Services Addendum and Trust Center show no date.","zendesk.com/company/agreements-and-terms/data-processing-agreement/ returns 404; the live DPA is at zendesk.com/company/data-processing-agreement/ (linked from the ZCA definitions). Not listed as a separate document.","Export of AI agent tickets: the export article says they cannot be exported from the admin screen; whether the API returns them was not checked."]}]}