Not legal advice · Summaries of vendors' public pages, which change often. Verify with the vendor and your contract before relying on anything here.
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Does Zendesk AI train on your data? (Business plans)

Business plan Zendesk · Support · Last verified

Trains by default

Trains on some business data by default, with no opt-out stated.

Short answer: Yes

Generative AI: third-party LLMs never train on customer data. But Zendesk uses Service Data to train its generic cross-account (non-generative) ML models; no opt-out stated on the page checked.

Source: zendesk.com/trust-center/

Why this matters: Data used for training can't be pulled back out of a trained model, so check exactly what Zendesk uses before you roll it out. Why training matters →

6/7 assurances found·8 of 9 fields confirmed from vendor pages

Below: retention, SOC 2, ISO 27001/42001, DPA, BAA, data residency and zero-retention for Zendesk AI, each linked to Zendesk's own page.

Summary of Zendesk's public pages as of Oct 17, 2026. Not legal advice: terms vary by plan and contract and can change. Confirm with Zendesk before relying on it.

Trains on your data by default

Yes

Generative AI: third-party LLMs never train on customer data. But Zendesk uses Service Data to train its generic cross-account (non-generative) ML models; no opt-out stated on the page checked.

Source:

Data retention

Customizable (add-on)

Advanced Data Privacy and Protection add-on offers customizable retention.

Source:

SOC 2 Type II

Yes

SOC 2 Type II.

Source:

ISO/IEC 27001

Yes

ISO 27001:2022.

Source:

ISO/IEC 42001

Yes

ISO 42001 certified.

Source:

DPA available

Yes

Data Processing Agreement.

Source:

BAA / HIPAA

Yes

BAA available.

Source:

Data residency options

Unknown

Not stated on the Zendesk pages we checked.

Pages checked:

Zero-retention option

Yes

OpenAI via zero data retention endpoints, or models hosted on Azure/Bedrock/GCP.

Source:

Vendor pages we monitor for this tool

We save a fingerprint (SHA-256 of the page's visible text) on every check so we can spot when a vendor edits its terms.

PageCheckedFingerprint
https://www.zendesk.com/trust-center/Oct 17, 20265cf43c95e02b…
https://support.zendesk.com/hc/en-us/articles/5729714731290Oct 17, 202676951f8f2e28…

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