Data access and handling — Zendesk
Flexivity is built around transparent, predictable data handling. This page covers what data Flexivity accesses from Zendesk, how it’s processed, and what it’s never used for.
What Flexivity reads from Zendesk
To generate AI insights, Flexivity reads ticket content from Zendesk: subjects, descriptions, comments, custom fields, groups, and audit history. Help Center articles are also read to surface KB links alongside recommendations.
What Flexivity stores
AI-generated content (summaries, recommendations, classifications, sentiment) is stored in Flexivity, linked to your Zendesk tickets by ID. Some of this content is written back to Zendesk where useful (e.g. draft replies, classification categories for triage).
Personal information is redacted from ticket content before processing.
Data retention is configurable according to your plan settings.
What Flexivity writes to Zendesk
Flexivity can:
- Surface AI suggestions and reference links inside the agent UI
- Create draft Help Center articles, on admin action only, always as drafts for review
Flexivity never modifies ticket status, assignee, requester, or any user or account settings.
What Flexivity never does
- Your data is never used to train third-party AI models
- Your data is never shared with other Flexivity customers
- Your data is never sold or used for advertising
Security
All data is encrypted in transit (TLS 1.2+) and at rest (AES-256). Access controls and audit logging are enforced throughout the system.
For full security details, see Security overview and our Privacy Policy.
For specific questions about data handling, contact security@flexivity.ai.