Privacy and data handling

Effective July 25, 2026. Applies to the Sendrel app for Zendesk, published by 3Bit Machine LLC.

Sendrel handles your customers' conversations, so this page is specific about what the service touches, what it keeps, and what it never does.

Access scopes

Sendrel requests two Zendesk OAuth scopes: tickets:read and tickets:write. Nothing else. It cannot read your users, your organizations, your settings, or anything outside tickets.

What is kept, and what is not

When an agent sends a forward, the selected comment content passes through the service to build and send the email, and is then discarded. Sendrel keeps no copy of the outgoing email, its attachments, or the ticket comments it was built from.

Of a forward, only metadata is kept: which comment ids were sent, to which address, and when. No comment text is written to the database. This is what powers the sending history in the sidebar.

Replies are written down briefly, and it is deliberate. When someone outside your help desk replies to a forward, the raw message is saved before anything tries to read it. Without that, a bug in parsing an unusual message would lose a reply a customer is waiting on, with nothing left to recover it from. As soon as the reply has been posted to your ticket, that saved copy is deleted. A copy is kept only when the reply could not be delivered: it failed to parse, it arrived while the Zendesk connection needed renewing, or it was too large to import in full, in which case the note left on the ticket says so. Those are kept so the reply can still be recovered by hand, and for nothing else.

The summary feature

When an agent turns on the summary feature for a send, the selected comments are sent to Anthropic, over the Claude API, to generate a draft. This is the only case in which ticket content reaches a party other than the ones listed below. Three controls apply:

• It is opt in, per send. The default is to forward the comments as they are.
• It can be turned off for the whole account, from the sidebar.
• The agent always reviews and can edit the draft before it leaves.

The account wide switch is offered to administrators, and every change to it is logged. We do not claim it is reserved to them. Zendesk lets any agent authorize an app for an account, and confirming who is an administrator would mean asking for more access to your Zendesk than Sendrel asks for, which we would rather not do for the sake of one setting.

Who processes your data

Sendrel runs on services from three companies. Each one is listed here with what it does and what it can see.

• Cloudflare. Runs the service itself, the database, the stored replies described above, and receives inbound reply email. Ticket content passes through Cloudflare on every forward.
• Amazon Web Services. Sends the outgoing email through SES, in the US East region. The email body is the forwarded conversation, so AWS handles that content in the course of delivering it.
• Anthropic. Generates summary drafts, and only when an agent turns the feature on for a send. If the feature is never used, or an administrator disables it for the account, no ticket content reaches Anthropic at all.

Sendrel uses no analytics, advertising, or tracking services, and sells or shares data with nobody.

No model training

Customer data is not used to train models. Sendrel does not train on it, and Anthropic does not train on inputs or outputs sent through its commercial API under the terms that apply to this service.

How long it is kept

Sendrel keeps an account's data for as long as the app is installed and in use. The address book, the log of what was forwarded, and the routes that let a reply find its ticket are all held for that period.

An account that has not loaded the app for 90 days is treated as gone, and everything belonging to it is deleted: contacts, forward history, reply routes and the stored connection to your help desk. Uninstalling ends all use, so an uninstalled account is deleted about 90 days later. There is no separate uninstall signal to rely on, because the help desk does not send one, which is why the absence of use is what the deletion is measured from.

Credentials

OAuth tokens are encrypted at rest. All traffic between your browser, Zendesk, and the service uses HTTPS.

This website

This site sets no cookies, loads no analytics or trackers, and serves all assets, including fonts, from its own domain.

Questions

Write to help@sendrel.app. A person reads it.