Business software

Zendesk AI

Zendesk AI (AI Agents, Copilot)

Provider: Zendesk, Inc. · Based in: Zendesk, Inc., Privacy Team and DPO, 181 Fremont Street, San Francisco, CA 9410… · Provider website

Plan
1
Sources
10
As of
18 Oct

As of 18 Oct 2026. Based on our research on this date and the process described in the methodology. No guarantee of accuracy, not legal advice. The provider’s current documents take precedence. Found an error? Report a correction.

Incomplete. 3 points could not be verified in any provider source (see open points). This does not mean the matter is unproblematic; it means we have not checked it.

At a glance

Hosting
EU option: Support Team / Suite Team / Suite Professional
Training on inputs
opt-out available: Support Team / Suite Team / Suite Professional
DPA
yes: Support Team / Suite Team / Suite Professional
Provider
Zendesk, Inc.
Based in
Zendesk, Inc., Privacy Team and DPO, 181 Fremont Street, San Francisco, CA 94103, USA (q3)

Values from 1 plan, each listed with the plans it applies to. Details and evidence are in the plan table.

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Details per plan

Short values per plan. Click a feature to open the evidence and notes for all plans; sources with retrieval dates are under “Evidence”.

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Price and scope

several tiers
partly

Contract and data use

yes
opt-out available
Service Data Deletion Policy

Hosting and sharing

EU option
list available

Evidence

9 sources

not documentedmeans: not publicly documented, not verifiable in any provider source. It does not mean “no”.

Third-country transfers

Privacy policy: for transfers, Zendesk, Inc. refers to the EU-U.S. Data Privacy Framework, the UK Extension and the Swiss-U.S. DPF. The data processing agreement (DPA) incorporates the standard contractual clauses (Implementing Decision 2021/914) and the UK International Data Transfer Addendum. Hosting in European AWS data centres where the EEA is selected, according to the Trust Center; AI sub-processors without hosting of service data, according to the sub-processor policy.

Sources:

Certifications (as stated by the provider)

Trust Center: SOC 2 Type II (report on request under NDA), ISO 27001:2022; ISO 27018, 27701, 27017, FedRAMP Low Impact SaaS and CSA STAR AI Level 1 & 2 also listed. The help page names ISO 27001, SOC 2 and SOC 3. Evidence not inspected individually.

Sources:

AI Act

Functions: AI Agents (messaging, email, voice), AI Agent Builder, Copilot for agents, automated quality assurance, actions and integrations, more than 80 languages (pricing page, AI Services Addendum).

Provider’s statement: AI Trust at Zendesk (2026-10-09): Zendesk has reviewed 'new AI policy developments including the EU AI Act'; customer interaction and productivity features are 'generally not viewed as “high-risk,”', and chatbots are said to be cited in the EU AI Act as an example of limited risk ('subject primarily to transparency requirements which Zendesk already meets'); customers should conduct their own impact assessments; AI governance modelled on the NIST AI RMF. AI Services Addendum: Section 2.2 risk assessments and testing (inaccuracies, hallucinations, bias) 'As the provider of the AI Services'; Section 4.2 responsibility for development to the extent Zendesk is the developer; Section 4.1 the customer 'will not use AI Services in ways that classify them as “unacceptable risk” or “high-risk” AI systems as defined in the EU AI Act' and informs end users or obtains their consent.

Classification (for review, not legal advice): For review: the customer is typically a deployer (Art. 3 No. 4 AI Act). Use is restricted to use cases without high-risk classification; according to the addendum, the customer is responsible for transparency towards end users (e.g. chatbots). Which obligations apply depends on the use. Not legal advice.

Sources:

Current notes 2026

The AI Services Addendum and Trust Center refer to Zendesk models (classification/clustering) with cross-account training and to LLM providers without training; the help page AI Trust at Zendesk (2026-10-09) gives customers control over the training of its own models. New version of the sub-processor policy effective from 2026-09-02 (new customers) or 2026-10-02 (existing customers); new version of the deletion policy from 2026-06-03 or 2026-07-03. Pages on zendesk.com are geo-redirected to zendesk.de (DPA and Trust Center in German).

Open points of the review

  • How customers control the training of Zendesk's own models (setting, default, objection route) is not described; the Trust Center (generic training on service data) and AI Trust at Zendesk (customer control) are not worded consistently.
  • Date/version of the DPA not stated in the text (only the German version retrievable; zendesk.com redirects to zendesk.de).
  • An explicit classification of its own role as provider within the meaning of Art. 3(3) AI Act is missing; 'provider of the AI Services' in the Addendum is contractual wording.

Frequently asked questions

Where does Zendesk AI store data?

EU hosting selectable (plans: Support Team / Suite Team / Suite Professional). According to the provider, as of 18 Oct 2026.

Is there a DPA for Zendesk AI?

yes in: Support Team / Suite Team / Suite Professional. According to the provider, as of 18 Oct 2026.

Does Zendesk AI use inputs for AI training?

opt-out available in: Support Team / Suite Team / Suite Professional. According to the provider, as of 18 Oct 2026.

Where is the provider based?

Zendesk, Inc., Privacy Team and DPO, 181 Fremont Street, San Francisco, CA 94103, USA. According to the provider, as of 18 Oct 2026.

All sources

  1. 01Pricing (German)Pricing page · retrieved 14 Oct 2026
  2. 02AI Services AddendumTerms and conditions · retrieved 18 Oct 2026
  3. 03Privacy notice (German)Privacy notice · retrieved 14 Oct 2026
  4. 04Trust CenterTrust Center · retrieved 18 Oct 2026
  5. 05Data Processing AgreementDPA · retrieved 18 Oct 2026
  6. 06How We Protect Your Service Data (Enterprise Services)Help page · retrieved 14 Oct 2026
  7. 07Sub-processor Policy (effective 02.09./2026-10-02)Sub-processor list · retrieved 14 Oct 2026
  8. 08AI Trust at Zendesk (updated 2026-10-09)Help centre · retrieved 18 Oct 2026
  9. 09Zendesk Service Data Deletion Policy (effective 2026-06-03 or 2026-07-03)Deletion policy · retrieved 18 Oct 2026
  10. 10Zendesk AI Data Use InformationHelp centre · retrieved 18 Oct 2026

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  • Intercom Fin · Based in: Intercom R&D Unlimited Company, 124 St Stephen's Green, Dublin 2, DC02 C628, Ireland
  • Lexware Office · Based in: Munzinger Straße 9, 79111 Freiburg, Germany. Contracting party and processor according to the DPA and privacy notice: Haufe Service Center GmbH

All tools in Business software · Tools with an EU hosting option

Further reading

All tools in the category: Business software. Zendesk AI has at least one plan with an EU hosting option; see also AI tools with an EU hosting option. Figures across all tools: Data report.