Does Zendesk AI train on your data?

zendesk.com

Yes, by default. Zendesk AI's published policy says it may train on your data, but you can opt out. As of 10 November 2026. Source: support.zendesk.com.

PolicyPeek gives Zendesk AI the badge "Trains by default, you can opt out". Its published policy allows training on your data by default, but describes a way to opt out. What we recorded from the policy: "While most customers instruct Zendesk to train such functionality in order to improve the Services, Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out." "we take additional measures to sanitize your data before using it to train any of our models that could be used by other customers." "these features are not trained on Zendesk customer data." The opt-out is for the Zendesk account holder (the business), per subdomain, via Zendesk customer support. People who email a company's Zendesk helpdesk can't opt out themselves. Training is on Zendesk's own non-generative models; third-party generative LLMs don't train on the data. Sources: Supplemental Terms (effective 23 June 2026 for new customers and 23 July 2026 for existing customers; article updated 9 November 2026) and Zendesk AI Data Use Information (updated 27 May 2026). It doesn't state how long your data is kept. Last checked 10 November 2026 against 2 policy pages from support.zendesk.com.

Does Zendesk AI train on my data?

Two different things often get mixed up. Used to train models means your content helps build or improve the AI itself, so it can shape what the model produces later. Used to provide the feature means your content is processed to give you the answer, summary or suggestion you asked for, which any AI feature has to do. PolicyPeek's badge is about the first one only.

Used to train models: Yes, according to the policy
Used to provide the feature: Not rated by PolicyPeek; see the source

What Zendesk AI's policy says (support.zendesk.com):

While most customers instruct Zendesk to train such functionality in order to improve the Services, Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out.
we take additional measures to sanitize your data before using it to train any of our models that could be used by other customers.
these features are not trained on Zendesk customer data.

Can I opt out of Zendesk AI training?

What Zendesk AI's policy says about opting out:

While most customers instruct Zendesk to train such functionality in order to improve the Services, Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out.

Check the current wording and steps on support.zendesk.com before you rely on them.

PolicyPeek hasn't recorded whether Zendesk AI's published policy mentions GDPR. PolicyPeek doesn't assess whether a tool meets GDPR; the badge only reports what the policy says about training.

In the UK: if personal data is involved, the UK GDPR applies to how it's used, including for AI. This page only reports what the vendor's published policy says about training — it is not a finding that Zendesk AI meets UK GDPR, and it is not legal advice. The Information Commissioner's Office publishes guidance on AI and data protection.

Common questions about Zendesk AI

Can I stop Zendesk AI training on my data?

Yes, but only the Zendesk account holder (the business) can, per subdomain, by contacting Zendesk customer support. People who email a company's Zendesk helpdesk can't opt out themselves. Training is on Zendesk's own non-generative models by default; Zendesk says third-party generative LLMs don't train on the data.

How long does Zendesk AI keep my data?

Zendesk AI's published policy, as read by PolicyPeek, doesn't state how long your data is kept.

Does Zendesk AI's policy mention GDPR?

PolicyPeek hasn't recorded whether Zendesk AI's policy mentions GDPR.

How does Zendesk AI compare with other AI tools?

26 of the 65 AI tools PolicyPeek lists share Zendesk AI's badge, "Trains by default, you can opt out". See the related tools below or browse all tools.

What the policy says

Read from its own policy

Verdict: Trains by default, you can opt out

Their published policy says your data may be used for training unless you switch it off.

Why

"While most customers instruct Zendesk to train such functionality in order to improve the Services, Customer may opt out of research and model training by contacting Zendesk customer support and identifying the Zendesk subdomains that Customer wishes to be opted out." "we take additional measures to sanitize your data before using it to train any of our models that could be used by other customers." "these features are not trained on Zendesk customer data." The opt-out is for the Zendesk account holder (the business), per subdomain, via Zendesk customer support. People who email a company's Zendesk helpdesk can't opt out themselves. Training is on Zendesk's own non-generative models; third-party generative LLMs don't train on the data. Sources: Supplemental Terms (effective 23 June 2026 for new customers and 23 July 2026 for existing customers; article updated 9 November 2026) and Zendesk AI Data Use Information (updated 27 May 2026).

Trains on user data: Yes
Data retention: Not stated
GDPR mentioned: Unclear from policy
Last checked: 10 November 2026
Reviewed by a human: Yes