Privacy Policy
This policy applies to Access Monitor, a Zendesk app developed by ASA Labs and available on the Zendesk Marketplace.
What Access Monitor does
Access Monitor helps Zendesk admins see when monitored tickets are opened. The app can log matching ticket views with a short internal note, Zendesk tags, and an entry in the Access Monitor: View Log ticket field.
How view logging works
Access Monitor logs a ticket view when the Zendesk ticket sidebar app loads and a configured rule matches. Rules may be based on ticket tags, selected agent roles, non-assignee views, or other supported ticket conditions. Duplicate suppression can reduce repeated logs from the same viewer on the same ticket.
Data access
The app may access ticket and user information needed to evaluate monitoring rules and write logs in Zendesk. This may include ticket ID, tags, assignee, group, brand, organization, ticket status, current user name, current user ID, current user role, timestamps, and app configuration.
Data written to Zendesk
When a rule matches, Access Monitor may write a private internal note, add Zendesk tags, and append structured details to the Access Monitor: View Log ticket field. These records are stored in your Zendesk instance and are controlled by your Zendesk permissions, retention settings, and workflows.
Data ownership & storage
Customer and ticket data remain within your Zendesk instance. Access Monitor does not store customer or ticket data outside of Zendesk. App configuration is stored within Zendesk.
Data sharing
Access Monitor does not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties. The app does not send ticket content or customer data to an external ASA Labs database.
What Access Monitor is not
Access Monitor is not a complete record of all Zendesk access and is not a replacement for Zendesk native access logs, advanced security features, or compliance-grade audit logging. It is designed for lightweight ticket view visibility inside Zendesk.
Security
Access Monitor runs within Zendesk's app framework and uses Zendesk APIs to read ticket context and write configured logs. Admins should review their Zendesk permissions, ticket forms, field visibility, and retention settings to decide who can see internal notes, tags, and the Access Monitor: View Log ticket field.
Admin configuration
Zendesk admins control which monitoring rules are enabled, what tags are used, whether internal notes are written, and whether the Access Monitor: View Log ticket field is used. ASA Labs recommends keeping the Access Monitor: View Log ticket field off agent-facing ticket forms unless agents should see the view log.
Uninstalling the app
If Access Monitor is uninstalled, the app will stop logging new ticket views. Existing internal notes, tags, and Access Monitor: View Log field values already written to Zendesk may remain in your Zendesk instance unless removed by your Zendesk admins.
Website analytics
ASA Labs may use website analytics on asa-labs.com to understand page traffic and improve the site. Website analytics are separate from the Access Monitor Zendesk app and are not used to track ticket content.
Contact
For questions, contact: hello@asa-labs.com