Is Zendesk AI safe for business data?
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.
Training, plan by plan
- Used for training: Zendesk accounts: used, de-identified, for its own non-generative models.
What it does with your data
| 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 chats are 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 read them | The pages we read do not say which Zendesk staff can read tickets or AI conversations. Not confirmed · 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 |
How to turn training off
- 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
- 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
- Plan for deletion: after you cancel, Zendesk begins permanently deleting your Service Data 90 days later. Source: support.zendesk.com
Safer setup for a small team
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.
Plan to approve: Your company Zendesk account
Setting to check: Unused AI features off
A line for your AI 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.
Want this in your team’s AI policy? The SafeStart kit, a plain-English AI policy and training for small teams, is coming soon.
Questions about your own setup? Write to hello@terrapilgrim.org.
What changed
No changes recorded since we first published this page on October 23, 2026. Every change goes in the change log.
Sources (3)
- support.zendesk.com/hc/en-us/articles/5729714731290-Zendesk-AI-Data-Use-Info… · read on October 23, 2026
“we take additional measures to sanitize your data before using it to train any of our models that could be used by other customers”
- support.zendesk.com/hc/en-us/articles/4408883628954-Zendesk-Service-Data-Del… · read on October 23, 2026
“ninety (90) days after your Account for one of the Services listed below is canceled or terminated”
- support.zendesk.com/hc/en-us/articles/4408883599130-Regional-Data-Hosting-Po… · read on October 23, 2026
“Zendesk makes no commitments on the Hosting location of Customer's Service Data.”
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