Privacy Policy
This policy applies to Escalation Guard, a Zendesk app developed by ASA Labs and available on the Zendesk Marketplace.
What Escalation Guard does
Escalation Guard helps Zendesk teams standardize support escalations. Agents can choose an escalation type, complete required context fields, and submit a formatted internal note. The app can also apply configurable routing tags to the ticket so admins can use Zendesk triggers, views, automations, and reporting to manage escalation workflows.
Data access
The app may access ticket data such as ticket ID, requester information, organization information, ticket fields, tags, comments, and metadata in order to display escalation forms, create internal notes, apply configured tags, and optionally map submitted answers to Zendesk ticket fields.
Data ownership & storage
Customer and ticket data remain within your Zendesk instance. ASA Labs does not store customer or ticket data outside of Zendesk. App configuration, templates, routing tags, and field mapping settings are stored within Zendesk.
Internal notes and ticket updates
When an agent submits an escalation, Escalation Guard creates an internal note on the ticket using the information entered by the agent. The app may also apply admin-configured routing tags and, on supported plans, update selected Zendesk ticket fields based on admin-configured field mappings.
Data sharing
Escalation Guard does not sell customer data, use customer data for advertising, or share customer data with unauthorized third parties. Any routing, reporting, exporting, or downstream processing based on tags, internal notes, or mapped ticket fields is controlled by your Zendesk admins and your Zendesk configuration.
Template configuration
Admins can configure escalation templates, required fields, optional fields, routing tags, and field mappings. The content agents enter into these templates is saved to the Zendesk ticket as an internal note and may be used in Zendesk workflows according to your team's configuration.
Security
The app runs within Zendesk's app framework and is designed not to expose customer data externally. Escalation Guard relies on Zendesk permissions and the customer's Zendesk configuration to control access to tickets, fields, tags, comments, and app settings.
Contact
For questions, contact: hello@asa-labs.com