• Information and Communications Technology
  • Software


Swiss-U.S. Privacy Shield Framework: Active

Original Certification Date: 8/31/2017
Next Certification Due Date: 10/15/2021
Data Collected: HR, NON-HR

EU-U.S. Privacy Shield Framework: Active

Original Certification Date: 7/3/2017
Next Certification Due Date: 10/15/2021
Data Collected: HR, NON-HR

Purpose of Data Collection

Zendesk, with Smooch as an affiliate entity, stores and processes personal information about website visitors and Subscribers (through customer sign-up to the Zendesk Service) within the EEA, the United States and in other countries and territories. Zendesk also processes the personal information of Zendesk employees. To facilitate our global operations and to provide the Services for which our Subscribers purchase, we may transfer and access such personal information from around the world, including from other countries in which the Zendesk Group has operations. Zendesk may disclose personal information to its wholly-owned affiliate entities or third party service providers. Zendesk processes personal information about its Subscribers and their users in order to provide them the Zendesk Services to which they subscribe. For example, to enable our Subscribers and their users to login to the Services and send communications using these Services. Zendesk processes information that Subscribers submit to, and store in, the Service (“Service Data”) as instructed by our Subscribers, and has no ownership rights in and to our Subscribers’ Service Data. The use of Service Data is limited to the purpose of providing the Service for which our Subscribers have engaged a member of the Zendesk Group. Disclosure of Service Data to third party service providers is limited to Sub-Processors: Zendesk processes personal information of website visitors for communications and business operations, for instance, participation in community forums or webinars, or event registration. Zendesk also processes personal information about its EEA and Swiss employees to manage all aspects of the employment relationship, such as onboarding, payroll, performance, and administration of benefits.

Privacy Policy

HR Data

Zendesk Employee Privacy Notice

This  Privacy  Notice  describes  how  Zendesk,  Inc.  and  its  group  companies, including Smooch, collect, use, store, and disclose personal information about individuals who work for us, whether employed by us or not ("​Employees​"). It also covers former employees.  In  particular,  it  sets  out  the  types  of  personal  information  that  we  collect  and  process  about  our  Employees and their dependents ("​Employee Data​"), the purposes for which we process Employee Data, and the rights that Employees have in relation to the Employee Data that we process about them. 

Effective Date: 1/17/2020

Non-HR Data


Zendesk, which has acquired Smooch, maintains a privacy policy which covers personal data for which Zendesk is a controller, such as for Marketing purposes.

Effective Date: 12/1/2020

Verification Method

Outside Compliance Review

Dispute Resolution

Questions or Complaints?

If you have a question or complaint regarding the covered data, please contact Smooch Technologies US Inc. at:

Rachel Tobin
Global Privacy Counsel
Smooch Technologies US Inc.
Zendesk Dublin
1019 Market Street
San Francisco, California 94103
Fax: 4156445778

Privacy Shield organizations must respond within 45 days of receiving a complaint.

If you have not received a timely or satisfactory response from Smooch Technologies US Inc. to your question or complaint, please contact the independent recourse mechanism listed below

Appropriate statutory body with jurisdiction to investigate any claims against Smooch Technologies US Inc. regarding possible unfair or deceptive practices and violations of laws or regulations covering privacy Federal Trade Commission