Is Zendesk AI safe for work?
Low risk · 19Zendesk · Customer support · facts (high-confidence)
Zendesk AI is low-risk for default at-work use (19/100): it trains on your data unless you opt out, and holds SOC 2 Type II.
19
Low risk
Watch out: Zendesk holds SOC 2 Type II and ISO 27001 and 42001 and will sign a BAA via a paid add-on, but it trains its own AI on Service Data by default; you must contact support to opt out, and EU residency and HIPAA are both paid add-ons.
Data and compliance facts
- Trains on consumer-tier data
- Opt-out
- Trains on business-tier data
- Opt-out
- Training opt-out available
- Yes
- SOC 2 Type II
- Yes
- ISO 27001
- Yes
- ISO 42001 (AI management)
- Unverified
- GDPR Data Processing Addendum
- Yes
- HIPAA BAA
- Yes
- EU data residency
- Yes
- SSO / SAML
- Yes
- Data retention
- Indefinite while the subscription is active; on cancellation the Service Data Deletion Policy applies (e.g. ticket and user data about 40 days, messaging about 120 days).
- Safer tier
- Suite Enterprise plus the Advanced Compliance (HIPAA) and Data Center Location (residency) add-ons
Why it scores 19 out of 100
- +14Trains on your data. Training is on by default on the consumer tier; you must find and set the opt-out.
- +5Trains on business-tier data. Whether even the paid or team tier uses your data for training.