AI Vendor Directory · Customer support AI
Does Zendesk AI train on your data?
Yes — trains on your data by default. Vendor-stated default: yes — Zendesk's proprietary models train on (sanitized) Service Data by default; opt-out via support request. Zendesk's supplemental terms confirm default use of Service Data for its own AI: 'Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out.' Before training shared models Zendesk excludes identifier fields, strips PII from free text via NLP, and tokenizes data; on AI agents Advanced (Ultimate), customers 'directly determine how to sanitize the training dataset.' Third-party LLMs are cleaner: 'Zendesk customer data will never be used by the third-party LLM provider to train their model(s).' The opt-out is not self-serve — it requires a support ticket per subdomain, so record it as an action item in vendor reviews.
By the Shieldra Compliance Team · Last updated 2026-07-29
What is Zendesk AI?
AI agents, copilot and intent/intelligent-triage features across the Zendesk Suite; agentic capabilities rolled out to all Suite/Support plans in 2026.
Key facts
- Vendor: Zendesk — https://www.zendesk.com/ai/
- Trains on customer data by default: yes — Zendesk's proprietary models train on (sanitized) Service Data by default; opt-out via support request
- Source for the training answer: https://support.zendesk.com/hc/en-us/articles/4408831944730-Supplemental-terms-Zendesk-s-service-specific-terms
- Last verified: 2026-07-29
What certifications does Zendesk AI hold?
- SOC 2 Type II
- ISO 27001:2022
- ISO 27017:2015
- ISO 27018:2019
- ISO 27701:2019
- ISO 42001
- CSA STAR for AI (Levels 1 & 2)
- FedRAMP LI-SaaS
- Cyber Essentials Plus
- PCI DSS
- HIPAA BAA available
- HDS
Security, DPA, and subprocessor links
- Security / trust page: https://www.zendesk.com/trust-center/
- Data processing agreement (DPA): https://www.zendesk.com/company/data-processing-form/
What is your EU AI Act role when you build on Zendesk AI?
Deployer; Article 50 applies to customer-facing Zendesk AI agents — end users must be told they are interacting with AI. The default-on training of your ticket data by Zendesk is a GDPR/DPA review point, not an AI Act one.
What to record in your AI registry
- Provider: Zendesk
- Model type: third party api
- Data typically flowing to the vendor: support tickets and conversations, end-user PII, knowledge base content, intent/CSAT signals
Sources
- https://www.zendesk.com/trust-center/
- https://support.zendesk.com/hc/en-us/articles/5729714731290-Zendesk-AI-Data-Use-Information
- https://support.zendesk.com/hc/en-us/articles/4408831944730-Supplemental-terms-Zendesk-s-service-specific-terms
Disclaimer
Curated from vendor-published pages on the date above. Vendor terms change - verify against the cited sources before relying on a profile for a procurement decision. Last verified 2026-07-29.
Frequently asked questions
Does Zendesk AI train AI models on your data?
Yes — trains on your data by default. Vendor-stated default: yes — Zendesk's proprietary models train on (sanitized) Service Data by default; opt-out via support request. Zendesk's supplemental terms confirm default use of Service Data for its own AI: 'Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out.' Before training shared models Zendesk excludes identifier fields, strips PII from free text via NLP, and tokenizes data; on AI agents Advanced (Ultimate), customers 'directly determine how to sanitize the training dataset.' Third-party LLMs are cleaner: 'Zendesk customer data will never be used by the third-party LLM provider to train their model(s).' The opt-out is not self-serve — it requires a support ticket per subdomain, so record it as an action item in vendor reviews.
What certifications does Zendesk AI hold?
Per the vendor's published pages as of 2026-07-29: SOC 2 Type II; ISO 27001:2022; ISO 27017:2015; ISO 27018:2019; ISO 27701:2019; ISO 42001; CSA STAR for AI (Levels 1 & 2); FedRAMP LI-SaaS; Cyber Essentials Plus; PCI DSS; HIPAA BAA available; HDS.
What is your EU AI Act role when you build on Zendesk AI?
Deployer; Article 50 applies to customer-facing Zendesk AI agents — end users must be told they are interacting with AI. The default-on training of your ticket data by Zendesk is a GDPR/DPA review point, not an AI Act one.
