Terms & Conditions
These terms apply to Access Monitor, a Zendesk app developed by ASA Labs and available through the Zendesk Marketplace.
Use of the app
By installing or using Access Monitor, you agree to these Terms & Conditions. Access Monitor is intended for use within Zendesk to help teams log matching ticket views for sensitive tickets, selected agent roles, non-assignee views, and other configured monitoring rules.
What Access Monitor does
Access Monitor logs matching ticket views when the Zendesk ticket sidebar app loads and a configured rule matches. Depending on your settings, the app may write a private internal note, add Zendesk tags, or append an entry to the Access Monitor: View Log ticket field.
What Access Monitor does not do
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. The app only logs activity when it loads in Zendesk and a configured rule matches.
Subscriptions & billing
Certain features or usage tiers of Access Monitor may require a paid subscription through the Zendesk Marketplace. Billing and subscription management are handled through Zendesk and are subject to Zendesk Marketplace policies and terms.
Customer data
Customer and ticket data remain within your Zendesk instance. Access Monitor is designed to use Zendesk data only as needed to evaluate monitoring rules and write configured logs inside Zendesk.
Zendesk configuration
You are responsible for how Access Monitor is configured in your Zendesk instance, including which rules are enabled, which tags are used, whether internal notes are written, and whether the Access Monitor: View Log ticket field is shown on ticket forms.
Ticket records and visibility
Logs written by Access Monitor may become part of the ticket record in Zendesk. This can include internal notes, tags, and values in the Access Monitor: View Log ticket field. Who can view or change those records depends on your Zendesk permissions, ticket forms, roles, and workflows.
Acceptable use
You agree not to use Access Monitor in any way that violates applicable laws, regulations, Zendesk policies, employment policies, privacy obligations, or the rights of others. You are responsible for making sure your use of ticket view logging is appropriate for your organization.
Admin responsibility
Access Monitor provides configuration tools, but ASA Labs does not control your Zendesk setup, user permissions, ticket forms, automations, retention rules, or internal review process. Your Zendesk admins are responsible for reviewing settings before enabling monitoring rules in production.
Availability & updates
ASA Labs may update, improve, modify, or discontinue portions of the app at any time. While reasonable efforts are made to maintain reliability and availability, uninterrupted service is not guaranteed.
Third-party services
Access Monitor runs within Zendesk and depends on Zendesk’s app framework and APIs. Changes to Zendesk features, APIs, permissions, or Marketplace requirements may affect how the app works.
No legal or compliance advice
Access Monitor is a software tool and does not provide legal, compliance, employment, privacy, or security advice. You should consult your own advisors to determine whether your use of the app meets your organization’s requirements.
Limitation of liability
Access Monitor is provided “as is” without warranties of any kind, express or implied. ASA Labs shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages arising from the use of, configuration of, or inability to use the app.
Changes to these terms
ASA Labs may update these Terms & Conditions from time to time. Continued use of the app after updates constitutes acceptance of the revised terms.
Contact
For questions regarding these terms, contact: hello@asa-labs.com