Data & Privacy Disclosure
This page describes how the 3Scribe Zendesk integration accesses, processes and stores data when connected to a Zendesk account.
3Scribe only accesses Zendesk data required to provide the transcription service and operate the integration.
Data accessed from Zendesk
Depending on how the integration is configured and used, 3Scribe may access:
- Zendesk account and integration identifiers required to identify the connected account.
- Ticket identifiers and ticket metadata required to associate a recording and completed transcript with the correct ticket.
- Ticket comments and attachment information where required to locate supported recordings or media.
- Call recordings, voicemails, audio attachments and supported video attachments submitted for transcription.
- OAuth credentials used to securely authenticate requests between 3Scribe and Zendesk.
Recordings, attachments and ticket content may contain personal or confidential information provided by the Zendesk customer or their end users.
How we use Zendesk data
Data accessed through Zendesk is used only as necessary to provide and operate the 3Scribe integration.
This includes identifying recordings that should be transcribed, securely retrieving the recording or attachment, creating the transcription, associating the transcription with the correct Zendesk ticket and returning the completed transcript to Zendesk as a ticket comment.
Integration and authentication information is also used to maintain the connection between the customer's Zendesk and 3Scribe accounts.
3Scribe may retain limited operational information required for account administration, usage measurement, billing, security, troubleshooting and audit purposes.
Transcription processing
Audio or video submitted through the Zendesk integration is transferred securely to 3Scribe for processing.
3Scribe uses speech-to-text processing services provided by selected third-party cloud and transcription providers. Depending on the transcription job, these providers may include Amazon Web Services, Google Cloud and Microsoft Azure.
Only the information required to perform the requested transcription is provided to the selected transcription service.
For additional information about the companies that process data on behalf of 3Scribe, please see our Subprocessors page.
Data retention
3Scribe is designed to retain transcription data only for as long as it is required to provide the service.
Recordings and completed transcript data processed through the Zendesk integration are normally retained for up to 24 hours after the completed transcript has been returned to Zendesk, after which they are deleted from 3Scribe's transcription processing systems.
Limited account, integration, transaction and usage records may be retained for longer where required to operate the customer's 3Scribe account, provide billing and support, maintain security records or comply with legal obligations.
The transcript added to a Zendesk ticket becomes part of the customer's Zendesk data and is then subject to the customer's own Zendesk retention policies.
Authentication and security
The integration uses Zendesk OAuth to authorise access to Zendesk accounts.
OAuth access and refresh credentials are stored securely by 3Scribe and are used only to authenticate requests required to operate the integration.
Webhook requests from Zendesk are authenticated before they are accepted for processing.
Data transmitted between Zendesk, 3Scribe and our processing providers is transmitted using encrypted HTTPS connections.
Data used for AI or model training
3Scribe does not use recordings, transcripts or Zendesk ticket data submitted through the integration to train 3Scribe machine-learning models.
Disconnecting the integration
Uninstalling or disconnecting the 3Scribe Zendesk integration prevents new Zendesk recordings from being submitted to 3Scribe through that installation.
Customers who wish to close their 3Scribe account or request deletion of account data can contact us using the details below.
More information
This disclosure relates specifically to the 3Scribe integration for Zendesk.
For more information about how 3Scribe handles personal data generally, please see our Privacy Policy.
For questions concerning the Zendesk integration or the processing of data through 3Scribe, please contact:
3Scribe Transcription Ltd.
Dublin, Ireland
support@3scri.be