# Zendesk privacy rating

Customer service platform with a shared ticket inbox, live chat, help center, voice support and AI agents for handling customer conversations across channels.

## Summary

Zendesk scores 41 out of 100 (grade D) on the customer support and live chat criteria. It meets 2 of 8 criteria: transparency report and tells users about requests. It partly meets no ads or data sales, independent audit, TLS configuration and security headers. It does not meet open source and no trackers or telemetry. It is based in the United States: Five Eyes member; subject to the US CLOUD Act. Automated tests: SSL Labs grade A- and Mozilla HTTP Observatory grade B.

- Website: https://www.zendesk.com
- Jurisdiction: United States. Five Eyes member. Subject to the US CLOUD Act.
- Platforms: Android, iOS, Web
- Home page trackers: Google Tag Manager, Zendesk (not scored)
- Category: [Customer support and live chat](https://privacyratings.com/customer-support/)
- Grade: D (41/100)

## Criteria

| Criterion | Answer | Note | Evidence |
| --- | --- | --- | --- |
| Open source | No | Closed source. |  |
| No trackers or telemetry | No | The privacy notice describes sharing identifiers and browsing data with advertising partners through cookies and tracking technologies. | https://www.zendesk.com/company/agreements-and-terms/privacy-notice/ |
| No ads or data sales | Partial | Funded by subscriptions with no ads in the product, but website data is shared with advertising partners unless visitors opt out. | https://www.zendesk.com/company/agreements-and-terms/privacy-notice/ |
| Independent audit | Partial | SOC 2 and ISO audits are done, but the reports are only available on request through the trust center. | https://www.zendesk.com/trust-center/security-compliance/ |
| Transparency report | Yes | Publishes counts of government requests and disclosures about every six months. | https://support.zendesk.com/hc/en-us/articles/5040336930970-Zendesk-Transparency-Report |
| Tells users about requests | Yes | Notifies customers before disclosing data unless legally prohibited or in emergencies. | https://support.zendesk.com/hc/en-us/articles/5040452168090-Government-Data-Request-Policy |
| TLS configuration | Partial | Grade A- | https://www.ssllabs.com/ssltest/analyze.html?d=www.zendesk.com&hideResults=on |
| Security headers | Partial | Grade B (70/100+) | https://developer.mozilla.org/en-US/observatory/analyze?host=www.zendesk.com |
| Modern web standards | Not tested yet | Not tested yet. |  |

Source: https://privacyratings.com/customer-support/zendesk/
Edit: https://github.com/privacyratings/privacyratings.com/edit/main/ratings/customer-support/zendesk.md