Updates from our legal team

December 22, 2014

Effective January 5, 2015, we’ll be implementing some updates to our Terms of Service and Privacy Policy.

We take our responsibilities to our customers seriously and value transparency in our interactions, so we’ve put together this summary of the more significant changes. We understand it can be tempting not to bother reading these, but it really is important. Please note that this is also just a summary of the changes. I urge you to review the updated Terms of Service and Privacy Policy carefully to fully understand them.

Changes to our Terms of Service

Payment Processing

We have added language to the Terms that describes our payment structure. If you make a payment by credit card, debit card or certain other payment instruments, your payment may be processed by an affiliate of Zendesk, Inc. that is acting solely as a billing and processing agent of Zendesk, Inc. However, you will still be contracting with and the Service will be provided by Zendesk, Inc.

Outsourced Service Providers 

We have added language to the Terms to clarify our requirement to use the Service for “internal business purposes.”  We recognize and fully support the use of the Service by organizations designed to provide outsourced support.  Our modifications clarify, however, that a Subscriber may not use the Service to provide customer service, support or other outsourced business processing services to multiple unaffiliated third parties under a single Account and that support for multiple third party entities must be provided under multiple accounts. If you are a Business Process Outsourcer (BPO) or other outsourced support organization, we have specific incentive programs to assist in you in expanding your use of Zendesk to support your customers.  Please contact us at legal@zendesk.com for more information.

Disclosure by the Zendesk Group

Zendesk, including its affiliates, is committed to protecting the privacy and security of all its customers’ data. There may be instances in which Zendesk or its affiliates may be required to disclose information about a customer (including that customer’s data) in order to (a) comply with the law or respond to lawful requests or legal process; (b) protect Zendesk (including its affiliates) or its customers’ or partners’ rights or property, including enforcement of the Terms of Service or other policies associated with the Services; or (c) act on a good faith belief that such disclosure is necessary to protect personal safety or avoid violation of applicable law or regulation.

We have revised the language to indicate that in the unlikely event that such disclosure is required, Zendesk, as well as affiliates of Zendesk, can disclose a customer’s information as needed.

Credits Policy

Zendesk often offers its customers the chance to accumulate credits in various ways, such as coupons, promotional campaigns, and referrals. We have added language that governs such credits, and have clarified that credits have no monetary or cash value, are non-transferable, and can only be used to offset subsequent subscription charges due for services specifically identified by Zendesk when we issue the credit.  In addition, all credits, unless we state an earlier expiration date, have an expiration date that is twelve (12) months from the date the credit was issued.

Other Changes

In addition to the changes mentioned above, we have also made other changes to our Terms of Service, primarily aimed at cleaning up and clarifying the language.

Changes to our Privacy Policy


We have added a link in our Privacy Policy to a list of cookies that are used in the Zendesk Service, as well as on our website, as of January 5, 2015. Please note that this list will be periodically updated, and we encourage you to review this list regularly for the latest updates. We hope this helps answer questions you may have about how we use cookies.

We also added further explanation about our use of Local Storage Objects (LSOs) such as HTML5 to store content information and preferences.

Safe Harbor 

Zendesk has certified compliance with the U.S.-EU and U.S.-Swiss Harbor Harbor Frameworks. We have added language to the Safe Harbor Data Privacy Notice in our Privacy Policy to give you greater understanding regarding our commitment to the principles of the frameworks.

Information Provided to Us

We have added a section that describes the use of framing techniques to serve content to/from our partners.

Single Sign-On

We have added language to explain the availability of single sign-on services and how your identity is authenticated.

Social Media Widgets

We have added an explanation about how our website contains social media features and the purpose thereof.

Changes to the Privacy Policy

In the event that we make any material changes to the Privacy Policy, we will let you know either by email, posting a prominent notice on the Zendesk websites, or through the Service itself.

Other Changes

In addition to the changes mentioned above, we have also made other changes to our Privacy Policy, primarily aimed at clarifying language.