Last Updated: 2026-06-08
Welcome to the Zendesk Helper Suite Google Chrome Extension (hereafter referred to as "Extension"). This Privacy Policy describes how we handle information in connection with your use of the Extension. By using or installing the Extension, you agree to the practices described in this policy.
1. Overview
The Extension is an internal productivity tool designed for Zendesk support agents. It adds a sidebar to the Zendesk Agent Workspace providing ticket counting, clipboard-based ticket opening, chat view monitoring, and SLA timing tools. We are committed to protecting your privacy and being transparent about our data practices.
2. Data We Collect and Store
The Extension stores the following data locally on your device using the browser's built-in
chrome.storage.local mechanism. This data never leaves your device and is not
transmitted to any external server:
- Ticket counter — the number of tickets handled during your shift
- Shift configuration — your shift start and end times and hourly target
- Chat view preferences — which Zendesk views you have selected to monitor
- Keyboard shortcuts — your custom shortcut bindings
- UI preferences — sidebar position and colour theme
- Session state — ticket IDs counted or interacted with in the current session, cleared on counter reset
3. Clipboard Access
The Ticket Paster feature reads your clipboard content exclusively when you explicitly click the "Open from Clipboard" button. This constitutes a deliberate user action. Clipboard content is processed locally, used only to extract ticket numbers, and immediately discarded. It is never stored or transmitted.
4. Network Request Monitoring
The Extension monitors outgoing network requests to *.zendesk.com to detect when you
submit a ticket update. This is performed entirely within your browser using the Chrome
webRequest API. Request content is used solely to determine whether a ticket counter
increment is warranted. No request data is stored beyond the current browser session or transmitted
outside your browser.
5. Feedback Form
If your organisation has configured the optional feedback feature, submitting the feedback form will transmit your name (optional), feedback type, and description to a Slack endpoint controlled by your organisation. No other data is included. This feature is disabled by default and only active when explicitly configured by your administrator.
6. Data Sharing
We do not sell, trade, or transfer any user data to third parties. The Extension does not communicate with any external servers operated by us. The only external transmission possible is the optional feedback form described in Section 5, which is sent to an endpoint controlled solely by your organisation.
7. Data Retention
All locally stored data remains in your browser until you manually reset the counter, modify your settings, or uninstall the Extension. No data is retained on any remote server.
8. Permissions Justification
The Extension requests the following browser permissions, each used solely for the purposes described:
- storage — saves your settings and ticket count locally across browser sessions, including shift configuration, keyboard shortcuts, theme preferences, and chat view selections
- activeTab — opens ticket URLs in the current tab when you use the Ticket Paster feature to open multiple tickets from clipboard
- alarms — schedules periodic background refreshes of Zendesk chat view ticket counts so agents see up-to-date queue numbers without manually reloading the page
- webRequest — monitors outgoing requests to the Zendesk API to detect when an agent submits a ticket update, enabling automatic ticket counter increments without manual input
- https://*.zendesk.com/* — restricts the Extension to operate exclusively within the Zendesk Agent Workspace; no other websites are accessed or monitored
9. Changes to This Policy
We reserve the right to update this Privacy Policy at any time. Continued use of the Extension following any changes constitutes acceptance of the revised policy. The "Last Updated" date at the top of this document will reflect the most recent revision.
10. Governing Law
This Privacy Policy is governed by and construed in accordance with the laws of the Republic of Lithuania, without regard to its conflict of law provisions.
By using the Extension, you acknowledge that you have read, understood, and agree to the data practices described in this Privacy Policy.