Privacy Policy

Reply From ("we," "us," or "our") operates the Reply From Zendesk App (the "Service"). This Privacy Policy informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data.

1. Information We Collect

1.1 Zendesk Data Access

The Reply From App is installed within your Zendesk Support instance and uses the Zendesk API to access information strictly necessary for its functionality, including:

• **Ticket Data:** To determine the current ticket brand and group for automatic address selection.
• **User/Agent Data:** To authenticate the agent using the app.
• **Support Address Data:** To display and set the correct "reply from" email addresses.

The app does not collect or store the content of your private customer communication.

1.2 External Storage of Configuration

The configuration settings you create within the app (i.e., the rules linking groups/brands to specific reply-from addresses) are stored securely on our backend servers. This data is segregated and only accessible by your specific Zendesk instance.

1.3 Website & Marketing Data

Our public website (replyfrom.it) may use cookies (see Cookie Policy) and basic analytics to track usage for service improvement. We do not link this data to your Zendesk agent profile.

2. Use of Data

We use the collected data for various purposes:

• To provide and maintain the Service (e.g., executing the address selection rules).
• To notify you about changes to our Service.
• To provide customer support.
• To monitor the usage and performance of the Service.

3. Disclosure of Data

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information or your Zendesk configuration data. We may disclose your Personal Data in the good faith belief that such action is necessary to:

• Comply with a legal obligation.
• Protect and defend our rights or property.
• Prevent or investigate possible wrongdoing in connection with the Service.

4. Security of Data

The security of your data is important to us. We strive to use commercially acceptable means to protect your Personal Data, but remember that no method of transmission over the Internet or method of electronic storage is 100% secure. We utilize standard security practices to protect your configuration data stored on our servers.

5. Your Data Protection Rights (GDPR)

If you are a resident of the European Economic Area (EEA), you have certain data protection rights, including the right to access, rectify, or erase the personal data we hold about you. Please contact us if you wish to exercise these rights.

6. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. You are advised to review this Privacy Policy periodically for any changes.

7. Contact Us

If you have any questions about this Privacy Policy, please contact us by email: [email protected]