This analysis describes what Zendesk's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
The dual role structure determines Zendesk's regulatory obligations and accountability framework under data protection law. As a controller, Zendesk bears primary responsibility for lawful processing of direct user data; as a processor, Zendesk operates under customer instructions and the customer retains controller status for end-user data.
Users' data protection rights and the party responsible for data handling vary depending on the processing context. When a user interacts directly with Zendesk, Zendesk controls the data processing; when a customer organization uses Zendesk to handle support inquiries, that customer organization (not Zendesk) is the data controller responsible for legal compliance.
How other platforms handle this
Amplitude acts as a data controller when we collect and use Personal Information for our own purposes, such as providing and improving our Services, marketing, and other business operations. When Amplitude processes Personal Information on behalf of our customers (for example, event data that our cu...
Mixpanel acts as a data processor on behalf of its customers (the controllers) when processing end user data through the Mixpanel analytics platform, and as a data controller with respect to data it collects about its own website visitors and account holders.
When our business customers use certain Services, we generally process and store limited personal information on their behalf as a data processor. For certain products such as Docusign's Contract Lifecycle Management (CLM) and Identity products, we may act as a processor and as a controller in certa...
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"Zendesk acts as a data controller when we process personal data about you directly (e.g., when you visit our website or sign up for our services). When our customers use our services to process personal data about their end users (e.g., people who contact our customers for customer support), Zendesk acts as a data processor on behalf of those customers, who are the data controllers.— Excerpt from Zendesk's Zendesk Privacy Policy
We read the privacy policies and terms of service of 38 AI platforms. Here is what they say about training, retention, arbitration, and liability.
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The dual role structure determines Zendesk's regulatory obligations and accountability framework under data protection law. As a controller, Zendesk bears primary responsibility for lawful processing of direct user data; as a processor, Zendesk operates under customer instructions and the customer retains controller status for end-user data.
Users' data protection rights and the party responsible for data handling vary depending on the processing context. When a user interacts directly with Zendesk, Zendesk controls the data processing; when a customer organization uses Zendesk to handle support inquiries, that customer organization (not Zendesk) is the data controller responsible for legal compliance.
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