There are two main cases how Pythia uses your data in Zendesk depending on what products (features) you use:
- Basic features (like Reply suggestions when the custom AI model(s) is NOT created)
- Advanced features (like AutoReplies when the custom AI model(s) is being created)
Training the custom AI model for Advanced features requires getting, processing and storing data from your Zendesk. It includes tickets/chats data (like end-user comments) and macros/shortcuts data (titles, settings texts, and actions).
What we do with your data:
- All customers' comments are cleaned and anonymized as needed (see – How does anonymization of our data works?)
- Data is stored in the secured leading cloud hosting platform from Digital Ocean and IT services by IBM (find more details in our article – Where do you store our data?)
Find a summary of the data usage and storage by different Pythia products below.
Product/Feature |
Macros/Shortcuts data |
Tickets / Chats data |
Notes |
Reply Suggestions |
Used & stored |
Used & NOT stored |
End users comments used without storing them anywhere |
Automations (AutoApply and AutoReply) |
Used & stored |
Used & stored |
End users comments used to train AI model |
Macros Reporting |
Used & stored |
Used & stored |
General tickets data used to process macros usage events |
Tickets Classifier |
– |
Used & stored |
Ticket Descriptions + Tickets Forms / Fields data |
To know more about our GDPR compliance refer to this article - How does Pythia comply with GDPR.
You can contact us for more details about Security and Privacy at hello@pythia.cc.
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