This Privacy Policy explains how RoutIQ collects, uses, stores, and protects information when you install and use the RoutIQ application and services (the "Service") in connection with your Zendesk account. RoutIQ is an AI-assisted ticket-routing tool that classifies incoming Zendesk tickets and recommends or applies agent assignments.
Our direct customer is the business ("Customer") that installs RoutIQ and connects it to their Zendesk account. If you are a support agent or an end user whose ticket is processed by RoutIQ, the Customer is the controller of your data and their own privacy policy governs how that data is handled. We process data on the Customer's behalf as described here.
When an administrator signs in, we receive their email address and basic profile information from Google Sign-In, and we create a signed session. We do not receive or store Google passwords.
To operate, RoutIQ stores the Customer's Zendesk subdomain and an API token (or OAuth credential). API tokens are stored encrypted at rest. These credentials are used solely to read ticket context from, and write assignments back to, the Customer's own Zendesk account.
When routing a ticket, RoutIQ fetches ticket metadata and, where needed for classification, ticket subject and comment text from Zendesk. We derive and store routing-related data such as agent profiles (built from historical solved-ticket patterns), classification results, assignment history, and workload/recency signals. We store the minimum ticket content required to classify and route, and we do not use Customer ticket content to train our own models.
Subscription and payment processing is handled by our payment processor (Razorpay). We receive transaction and subscription status but do not store full card or bank details on our servers.
We keep technical logs (timestamps, job status, error events, webhook delivery records) to operate, secure, and debug the Service.
We do not sell personal data, and we do not use your ticket content for advertising.
Ticket classification may be performed using third-party large-language-model providers. When AI-assisted routing is enabled, the relevant ticket text is sent to the configured provider solely to return a classification, and is not used by us to train models. The Service relies on the following sub-processors:
| Sub-processor | Purpose |
|---|---|
| OpenAI | AI ticket classification (when enabled) |
| Anthropic | AI ticket classification (when enabled) |
| Administrator sign-in (SSO) | |
| Razorpay | Subscription and payment processing |
| Hostinger | Cloud/VPS hosting infrastructure |
A Customer who has not enabled AI-assisted routing can operate RoutIQ using rule-based classification, in which case ticket text is not sent to an AI provider.
We share information only with the sub-processors above to deliver the Service, when required by law or valid legal process, or to protect the rights, safety, and security of RoutIQ, our Customers, or the public. We do not otherwise disclose Customer data to third parties.
We retain Customer data for as long as the Customer's workspace is active. When a Customer disconnects Zendesk or closes their workspace, we delete or de-identify stored credentials, profiles, and ticket-derived data within a reasonable period, except where retention is required by law or for legitimate operational records. A Customer may request deletion at any time (see Contact).
We apply measures appropriate to the sensitivity of the data, including encryption of stored Zendesk API tokens, HMAC signature verification of inbound webhooks, tenant isolation between workspaces, and role-based access controls (read / write / owner). No method of transmission or storage is completely secure, but we work to protect data using commercially reasonable safeguards.
Depending on your jurisdiction, you may have rights to access, correct, export, or delete personal data, or to object to or restrict certain processing. Because we act as a processor for the Customer, end users should direct such requests to the Customer; we will assist the Customer in responding. Administrators may contact us directly using the details below.
RoutIQ is operated from India and uses infrastructure and sub-processors that may process data in other countries. Where data is transferred across borders, we rely on appropriate safeguards consistent with applicable law.
The Service is a business tool and is not directed to individuals under the age of 18. We do not knowingly collect personal data from children.
We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Last updated" date above and, where appropriate, by notifying workspace administrators.
Questions or requests regarding this policy or your data:
Proj11 Labs LLP — hello@proj11.com