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. When Flexivity answers in Zendesk messaging, it reads the conversation’s messages from Zendesk when each new message arrives.

What Flexivity stores

AI-generated content (summaries, recommendations, classifications, sentiment) is stored in Flexivity, linked to your Zendesk tickets by ID. Some of it is written back to Zendesk, as listed below.

Personal information is scrubbed from ticket and conversation content before anything is stored: placeholder text is what reaches our database, search index, and logs. While a ticket is being worked on, the AI reads it as written, so an answer can use the customer’s own details; payment card numbers, US Social Security and taxpayer numbers, and bank account numbers are masked even then (best effort). The model service keeps no prompts or completions. See Security at Flexivity AI.

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
• Post a public reply, only on tickets whose rule lets the AI answer the customer (Reply, Clarify or Resolve). The reply says it was written by AI.
• Set the ticket status alongside its own reply: Pending while it waits for the customer, Solved when the conversation is resolved. Never Closed.
• Add an internal note for your agents when the AI hands a ticket to a person
• Write attribute values to custom ticket fields you have chosen, once writing is switched on
• Answer in Zendesk messaging, and hand the conversation to an agent
• Create draft Help Center articles, on admin action only, always as drafts for review

Flexivity never closes or merges tickets, never changes requester, assignee, group, organization, type, priority or tags, and never modifies users, roles or account settings. A single switch in the admin console, Replies to customers, stops every public reply and chat answer at once. The full list is in What Flexivity Writes to Zendesk.

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.