Customer support tool privacy ratings
Help desks, ticketing and website live chat.
7 customer support and live chat are rated against 9 public criteria, and 7 have enough evidence for a letter grade. Of the 6 with a known jurisdiction, 5 are based in a Five Eyes country, and 6 in the wider Fourteen Eyes.
Criteria for this category · Suggest an addition · Markdown
| Name | Grade | Score | Data | Jurisdiction | Open source | No trackers or telemetry | No ads or data sales | Independent audit | Transparency report | Tells users about requests | TLS configuration | Security headers | Modern web standards |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Open source help desk and ticketing system that brings email, chat, phone, forms and social media into one web interface. It can be self-hosted, and Zammad GmbH in Germany also offers hosted instances. |
Grade C | 65 | 100% | Germany Fourteen Eyes | Yes | Partial | Yes | No | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable |
Open source customer support platform with a shared inbox for website chat, email, social media and messaging apps, plus a help center and automations. It can be self-hosted or used through Chatwoot Cloud. |
Grade D | 53 | 100% | United States Five Eyes | Yes | Partial | Yes | No | No | No | Yes | No | Not tested yet |
Self-hosted help desk and shared mailbox written in PHP, with ticketing, customer profiles and optional modules for chat, knowledge base, workflows and more. |
Grade D | 50 | 100% | – | Yes | No | Yes | No | Not applicable | Not applicable | Not applicable | Not applicable | Not applicable |
Customer service platform with a shared inbox, in-app and website chat messenger, help center, ticketing and the Fin AI agent for answering customer questions. |
Grade D | 41 | 100% | United States Five Eyes | No | No | Partial | Partial | Partial | Yes | Yes | Partial | Not tested yet |
Customer service platform with a shared ticket inbox, live chat, help center, voice support and AI agents for handling customer conversations across channels. |
Grade D | 41 | 100% | United States Five Eyes | No | No | Partial | Partial | Yes | Yes | Partial | Partial | Not tested yet |
Help desk software from Freshworks with ticketing across email, chat, phone and social channels, a knowledge base, automations and AI assistants. |
Grade F | 28 | 100% | United States Five Eyes | No | No | Partial | Partial | No | No | Yes | Partial | Not tested yet |
Customer support platform with a shared email inbox, live chat widget, knowledge base and customer profiles, run by Help Scout PBC in the United States. |
Grade F | 19 | 100% | United States Five Eyes | No | No | No | Partial | No | No | Yes | No | Not tested yet |
Questions
What is the most private option among customer support and live chat?
No pick has been made yet. The table above is sorted by score, based on public evidence.
How are customer support and live chat rated?
Each entry answers 9 questions: open source, no trackers or telemetry, no ads or data sales, independent audit, transparency report, tells users about requests, TLS configuration, security headers and modern web standards. Answers need links to evidence. See the full criteria.
Does jurisdiction matter?
Jurisdiction decides which laws can compel a provider to hand over data. Each entry shows its country and whether it is in the Five, Nine or Fourteen Eyes. The data a provider can hand over depends mostly on what it stores and who holds the keys. Read about jurisdictions and the CLOUD Act.