AI tool privacy · Zendesk
Zendesk AI and your company’s data
By David Michaelson, MS Last checked October 23, 2026
The short answer
Zendesk says its own non-generative AI models may be trained on your support data after it removes identifiers, while its generative AI features use outside models that are not trained on your data.
Safer setup: Review which Zendesk AI features are on, since some are on by default, and buy the Data Center Location add-on if you need your data kept in a set region.
The five answers
Each answer comes from Zendesk’s own policy or help pages, with the link and the date we read it. Setting names are quoted exactly as Zendesk writes them.
We could not confirm 1 answer on Zendesk’s own pages. That answer says so in plain words and links to the page we checked.
| Question | Zendesk accounts |
|---|---|
| Trains on your data by default? | Yes, for its own non-generative models. Zendesk says it removes identifiers such as usernames and email addresses before training models that other customers may use. Its generative features use pre-trained outside models that do not train on your inputs. Read on October 23, 2026 Source: support.zendesk.com |
| How long your data is kept | Zendesk keeps your Service Data while your account is active. After you cancel, an automated process starts permanently deleting it 90 days later, with different timing for some products. Read on October 23, 2026 Source: support.zendesk.com |
| Who can see it | The pages we read do not say which Zendesk staff can read tickets or AI conversations. Page checked: support.zendesk.com, October 23, 2026 |
| Where data is stored | Anywhere Zendesk chooses, unless you buy the Data Center Location add-on and pick a region. Without it, Zendesk makes no commitment on where your data is hosted. Read on October 23, 2026 Source: support.zendesk.com |
| How to delete | Your Service Data is permanently deleted by an automated process that begins 90 days after you cancel. The pages we read do not describe deleting AI data on its own. Read on October 23, 2026 Source: support.zendesk.com |
Safer setup, step by step
- In Admin Center, review each Zendesk AI feature and turn off any you do not need. Some are on by default. Source: support.zendesk.com for this step
- If customer data must stay in a set region, buy the Data Center Location add-on and choose your region. Without it, Zendesk makes no hosting location commitment. Source: support.zendesk.com for this step
- Plan for deletion: after you cancel, Zendesk begins permanently deleting your Service Data 90 days later. Source: support.zendesk.com for this step
What to write in your policy
Agents use Zendesk AI only on our company Zendesk account, with unused AI features turned off. Customers are told when an AI agent is answering them.
Building your own approved tools list? The SafeStart Handbook includes one, with company accounts and safer privacy settings.