How Pythia handles your data? – Pythia Help Center

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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