Does Zendesk AI train on your data?
NoZendesk · Customer support
By default it can. On the consumer tier Zendesk AI uses your inputs to improve models unless you opt out. Its business tier typically does not.
What we checked
This assessment separates the consumer product from any business plan. It uses the vendor documents linked below; an unverified item is not a pass.
- Default data training
- Opt-out required
- Zendesk trains AI functionality on Service Data by default (most customers instruct Zendesk to train); opt out by contacting support to exclude your subdomains. Integrated third-party LLMs never train on customer data.
- Business-tier training
- Opt-out required
- Suite Enterprise plus the Advanced Compliance (HIPAA) and Data Center Location (residency) add-ons is the business tier recorded for this profile.
- Training control
- Confirmed
- Zendesk documents a training control. Confirm whether it is enabled centrally or must be set by each user.
Practical risk: 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.
How to make a decision
Check the precise account tier, written contract and intended data before approving Zendesk AI. A security certification, DPA or setting can apply to only part of a vendor's service. Keep the source links with your supplier review and revisit them when the vendor changes its terms.
More on Zendesk AI
Is Zendesk AI HIPAA compliant?Is Zendesk AI GDPR compliant?Is Zendesk AI SOC 2 compliant?Is Zendesk AI ISO 27001 certified?
See the full Zendesk AI risk profile, with every data-handling fact and its source, or browse all rated AI tools.