Zendesk User Content and Conduct Policy

<div class="p"><div class="note important">
<span class="importanttitle">Important:</span> If you believe one of our customers has violated this policy, please use <a href="https://support.zendesk.com/hc/en-us/requests/new?ticket_form_id=1260805677249" target="_blank" rel="noopener noreferrer">this form.</a> Please provide as detailed information as possible to assist with our investigation.</div></div><p><span style="font-weight: 400;">We have updated this Policy. If you are a new Customer, then this Policy will be effective as of March 10, 2026. If you are an existing Customer, we are providing you with prior notice of these changes which will be effective as of April 10, 2026. For the previous version of the Policy, please expand the section below.</span></p><div class="body"><div id="bootstrap-overrides"><div id="accordion">
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<div class="card-header" id="hd_up"><button class="btn btn-link" data-bs-target="#intro_up" data-bs-toggle="collapse">&gt; <span style="font-weight: 400;">Previous version of the Policy</span> </button></div>
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<h2 class="card-body" id="h_7c1da0ef-91f0-453d-9225-3029955dfdde">
<a name="intro_up"></a>Previous version of the Policy</h2>
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<p><span style="color: #464646;">Zendesk is committed to conducting business worldwide ethically and according to high standards, which includes taking steps to ensure our Services are not used to promulgate abusive, harmful, or otherwise objectionable content.</span></p>
<p><span style="color: #464646;">This Policy is incorporated into the</span><a href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/"><span style="color: #464646;"> </span><span class="wysiwyg-underline">Zendesk Customer Agreement</span></a><span style="color: #464646;"> ("ZCA") and applies to all Customers, Agents and End Users who use the Services. Capitalized terms used in this Policy but not defined herein have the meaning given to them in the ZCA. Zendesk may modify this Policy at any time by updating this page, which Customers may "Follow" to receive notice of changes.</span></p>
<p><span style="color: #464646;">Notwithstanding the terms of the ZCA, Zendesk may, in its sole discretion, suspend or terminate an account (or any part of an account) and access to or use of the Services, and block future access to and use of the Services immediately due to a violation of this Policy. Zendesk may also remove or require a Customer to remove content published through the Services which Zendesk considers is illegal or which violates this Policy. Zendesk may take any other action such as disabling, restricting, or limiting access to, or distribution of, any such content as it considers appropriate.</span></p>
<p><span style="color: #464646;">All persons are encouraged to report suspected illegal content and/or violations of this Policy by using the form above. There may be instances where Zendesk is limited in how it can respond to reported violations, but reports as taken seriously. For copyright infringement complaints, please review and follow the process outlined in Zendesk’s</span><a href="https://www.zendesk.com/company/trademark-property/dmca/"><span style="color: #464646;"> </span><span class="wysiwyg-underline">Copyright Infringement Notice and Takedown Policy</span></a><span style="color: #464646;">.</span></p>
<p><span style="color: #464646;">Customers are responsible for ensuring their Agents and End Users comply with this Policy, including monitoring and removing, as necessary, content published through the Services in violation of this Policy.</span></p>
<h2 id="h_01KKCC85AH1Y81PHAFCXTYFX6H"><span style="color: #666666;"><strong>Prohibited Content and Conduct</strong></span></h2>
<p><span style="color: #464646;"><strong>1. Spam or Unwanted Contact</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to send or host spam, including the sending of unwanted or unauthorized commercial content, unwanted or mass solicitation, or other forms of duplicative or unsolicited messages.</span></p>
<p><span style="color: #464646;"><strong>2. Illegal and Fraudulent Content or Activities</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to engage in illegal, or fraudulent activities or to directly or indirectly promote such activities, or to publish illegal or fraudulent content. Please note that Zendesk is limited in its ability to review fraudulent activity that may occur outside of the Services or to assess the legality of certain activities and may require that persons work with law enforcement to validate the fraudulent nature or the illegality of the activity before Zendesk is able to take action related to a reported Account.</span></p>
<p><span style="color: #464646;"><strong>3. Malicious Products and Activities</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to transmit viruses, malware, or other harmful code or content. This includes sending automated content or traffic, generated by bots or otherwise, that harms networks, services or other infrastructure of Zendesk or any third party.</span></p>
<p><span style="color: #464646;"><strong>4. Hateful Activities</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to transmit or host hate speech, advocate violence or terrorism, distribute graphically violent or obscene content, or to support or normalize hateful, racist, libelous, or discriminatory activities. Further, use of the Services by organizations that promote or normalize hate against individuals, hateful speech, violence, terrorism or whose primary purpose is inciting hatred or violence, is prohibited. To effectively comply with this policy, organizations whose primary purpose is to host, promote or otherwise contain user-generated content (“UGC”) must implement reasonably effective moderation policies and remedial procedures related to UGC that would violate these prohibitions.</span></p>
<p><span style="color: #464646;"><strong>5. Child Exploitation and Human Trafficking</strong></span></p>
<p><span style="color: #464646;">Use of the Services for any content or activity that promotes or displays child sexual exploitation or abuse is prohibited. Zendesk will remove such content from the Service and take appropriate action. Further, uploading or sharing content that promotes, enables or discusses human trafficking is prohibited.</span></p>
<p><span style="color: #464646;"><strong>6. Harassment and Bullying</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to engage in abusive, harassing, or bullying behavior, including when contacting Zendesk for customer support. This prohibition also includes a prohibition on illegal dissemination of private information or media using the Services.</span></p>
<p><span style="color: #464646;"><strong>7. Deceptive Behavior and Account Hijacking</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to deceive individuals or impersonate third parties. Accessing another Account without the permission of the Customer that owns the account is prohibited.</span></p>
<p><span style="color: #464646;"><strong>8. Intellectual Property</strong></span></p>
<p><span style="color: #464646;">The Services may not be used in a manner that infringes a third party’s rights, including intellectual property rights. Additionally, if a primary purpose or result of a Customer's business is to infringe third parties’ intellectual property rights, then Zendesk reserves the right to suspend or terminate the Services, even if the Services are not directly used for such infringement. Please note that Zendesk may be limited in its ability to assess alleged infringement that occurs outside of the Services, and may not be able to act on every report of alleged infringement.</span></p>
<h2 id="h_01KKCC85APQ0KCXGWVWB4HH5MY"><span style="color: #666666;"><strong>Who is responsible for this Policy?</strong></span></h2>
<p><span style="color: #464646;">Zendesk will investigate all reports submitted in good faith, and take any and all action it deems necessary, including removing or requiring Customers to remove illegal or otherwise violative content, and canceling or suspending Customer accounts.</span></p>
<p><span style="color: #464646;">In addition, Zendesk employs a machine learning algorithm which identifies phishing ticket creation activity, and automatically suspends any new accounts identified associated with this activity.</span></p>
<p><span style="color: #464646;">Any suspected fraudulent, abusive or illegal activity or content may be referred to appropriate law enforcement authorities. Where required by applicable law, Zendesk will advise Customers and End Users if it restricts or removes any content they've submitted to the Services or suspends or terminates their access to the Services, and will provide a statement of reasons as to why such action has been taken. </span></p>
<h2 id="h_01KKCC85AR6DCDFK5V9XWESKYB"><span style="color: #666666;"><strong>Zendesk Internal Complaint Handling System</strong></span></h2>
<p><span style="color: #464646;">Customers impacted by Zendesk enforcement activities (other than those identified as sending deceptive high-volume commercial content) may request a review of the circumstances by following the procedures set forth in the notice sent by Zendesk to such affected Customer.</span></p>
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<p class="wysiwyg-text-align-justify"> </p>
<p class="wysiwyg-text-align-justify"><span style="color: #464646;">Zendesk is committed to conducting business worldwide ethically and according to high standards, which includes taking steps to ensure our Services are not used to promulgate abusive, harmful, or otherwise objectionable content.</span></p>
<p><span style="color: #464646;">This Policy is incorporated into the </span><a href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/"><span style="color: #1f73b7;">Zendesk Customer Agreement</span></a><span style="color: #464646;"> ("ZCA") and applies to all Customers, Agents and End Users who use the Services. Capitalized terms used in this Policy but not defined herein have the meaning given to them in the ZCA. Zendesk may modify this Policy at any time by updating this page, which Customers may "Follow" to receive notice of changes.</span></p>
<p><span style="color: #464646;">Notwithstanding the terms of the ZCA, Zendesk may, in its sole discretion, suspend or terminate an account (or any part of an account) and access to or use of the Services, and block future access to and use of the Services immediately due to a violation of this Policy. Zendesk may also remove or require a Customer to remove content published through the Services which Zendesk considers is illegal or which violates this Policy. Zendesk may take any other action such as disabling, restricting, or limiting access to, or distribution of, any such content as it considers appropriate.</span></p>
<p><span style="color: #464646;">All persons are encouraged to report suspected illegal content and/or violations of this Policy by using the form above. There may be instances where Zendesk is limited in how it can respond to reported violations, but reports as taken seriously. For copyright infringement complaints, please review and follow the process outlined in Zendesk’s </span><a href="https://www.zendesk.com/company/trademark-property/dmca/" target="_blank" rel="noopener noreferrer">Copyright Infringement Notice and Takedown Policy</a><span style="color: #464646;">.</span></p>
<p><span style="color: #464646;">Customers are responsible for ensuring their Agents and End Users comply with this Policy, including monitoring and removing, as necessary, content published through the Services in violation of this Policy.</span></p>
<h2 id="01K1BJFWSGMCKWTE2JDXGJD000"><span style="color: #666666;">Prohibited Content and Conduct</span></h2>
<p id="h_01HHFT6ZKJ9Z795D9J1JGDPZH0"><span style="color: #464646;"><strong>1. Spam or Unwanted Contact</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to send or host spam, including the sending of unwanted or unauthorized commercial content, unwanted or mass solicitation, or other forms of duplicative or unsolicited messages.</span></p>
<p id="h_01HHFT6ZKJDVSEWSSAFFMAA3ET"><span style="color: #464646;"><strong>2. Illegal and Fraudulent Content or Activities</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to engage in illegal, or fraudulent activities or to directly or indirectly promote such activities, or to publish illegal or fraudulent content. Please note that Zendesk is limited in its ability to review fraudulent activity that may occur outside of the Services or to assess the legality of certain activities and may require that persons work with law enforcement to validate the fraudulent nature or the illegality of the activity before Zendesk is able to take action related to a reported Account.</span></p>
<p id="h_01HHFT6ZKJYSQFMCAJ8HZPYRG8"><span style="color: #464646;"><strong>3. Malicious Products and Activities</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to transmit viruses, malware, or other harmful code or content. This includes sending automated content or traffic, generated by bots or otherwise, that harms networks, services or other infrastructure of Zendesk or any third party.</span></p>
<p id="h_01HHFT6ZKJG2D7PRP5R81YAHGY"><span style="color: #464646;"><strong>4. Hateful Activities</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to transmit or host hate speech, advocate violence or terrorism, distribute graphically violent or obscene content, or to support or normalize hateful, racist, libelous, or discriminatory activities. Further, use of the Services by organizations that promote or normalize hate against individuals, hateful speech, violence, terrorism or whose primary purpose is inciting hatred or violence, is prohibited. To effectively comply with this policy, organizations whose primary purpose is to host, promote or otherwise contain user-generated content (“UGC”) must implement reasonably effective moderation policies and remedial procedures related to UGC that would violate these prohibitions.</span></p>
<p id="h_01HHFT6ZKJ62Q7XHMFTCTA0R6K"><span style="color: #464646;"><strong>5. Child Exploitation and Human Trafficking</strong></span></p>
<p><span style="color: #464646;">Use of the Services for any content or activity that promotes or displays child sexual exploitation or abuse is prohibited. Zendesk will remove such content from the Service and take appropriate action. Further, uploading or sharing content that promotes, enables or discusses human trafficking is prohibited.</span></p>
<p id="h_01HHFT6ZKJFAXV2WAC9GKDXXXB"><span style="color: #464646;"><strong>6. Harassment and Bullying</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to engage in abusive, harassing, or bullying behavior, including when contacting Zendesk for customer support. This prohibition also includes a prohibition on illegal dissemination of private information or media using the Services.</span></p>
<p id="h_01HHFT6ZKJ8E1PBEEQF1BD3V66"><span style="color: #464646;"><strong>7. Deceptive Behavior and Account Hijacking</strong></span></p>
<p><span style="color: #464646;">The Services may not be used to deceive individuals or impersonate third parties. Accessing another Account without the permission of the Customer that owns the account is prohibited.</span></p>
<p id="h_01HHFT6ZKJXNNH9NFE6M0TF7BX"><span style="color: #464646;"><strong>8. Intellectual Property</strong></span></p>
<p><span style="color: #464646;">The Services may not be used in a manner that infringes a third party’s rights, including intellectual property rights. Additionally, if a primary purpose or result of a Customer's business is to infringe third parties’ intellectual property rights, then Zendesk reserves the right to suspend or terminate the Services, even if the Services are not directly used for such infringement. Please note that Zendesk may be limited in its ability to assess alleged infringement that occurs outside of the Services, and may not be able to act on every report of alleged infringement.</span></p>
<p><span style="color: #464646;"><strong>9. Circumvention of Pricing and Scope of Use Restrictions</strong></span></p>
<p><span style="color: #464646;">The Services may not be used in a manner intended to circumvent any pricing or scope of use restrictions applicable to a Service Plan. This includes, but is not limited to:</span></p>
<ul>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #464646;" data-list-item-id="e0c314ef743b70173bdb308e393de40ca"><span style="color: #464646;"><strong>Credential Sharing and Pooling</strong>: Sharing or disclosing login credentials (including API tokens and session data) with any third party, individual, or external system or implementing any “pooling” or “multiplexing” technology that routes multiple users or automated processes through a single authorized login. </span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #464646;" data-list-item-id="eb59ac6e10ada30ad2834f5f9cc1a5ca5"><span style="color: #464646;"><strong>Capacity and Pricing Circumvention:</strong> Leveraging automated technologies, high-volume scripts, or artificial intelligence solutions to perform a volume of activity that exceeds the reasonable capacity of Service Plan purchased. </span></li>
<li class="wysiwyg-list-color" style="--wysiwyg-list-marker-color: #464646;" data-list-item-id="e3dea0c041dec2d5593b2ed3a9e844c55"><span style="color: #464646;"><strong>Infrastructure Integrity: </strong>Sending automated content or traffic that, by its sheer volume or frequency, creates an undue burden on Zendesk infrastructure or otherwise exploits the technical limitations of a specific Service Plan or account tier. </span></li>
</ul>
<p><span style="color: #464646;">Zendesk reserves the right to determine, in its sole discretion, whether any usage pattern constitutes an attempt to circumvent the commercial intent of a Service Plan and may take action as set forth in this Policy.</span></p>
<h2 id="01K1BJFWSGAA7TFX11PGQ7CRZR"><span style="color: #666666;">Who is responsible for this Policy?</span></h2>
<p><span style="color: #464646;">Zendesk will investigate all reports submitted in good faith, and take any and all action it deems necessary, including removing or requiring Customers to remove illegal or otherwise violative content, and canceling or suspending Customer accounts.</span></p>
<p><span style="color: #464646;">In addition, Zendesk employs a machine learning algorithm which identifies phishing ticket creation activity, and automatically suspends any new accounts identified associated with this activity.</span></p>
<p><span style="color: #464646;">Any suspected fraudulent, abusive or illegal activity or content may be referred to appropriate law enforcement authorities. Where required by applicable law, Zendesk will advise Customers and End Users if it restricts or removes any content they've submitted to the Services or suspends or terminates their access to the Services, and will provide a statement of reasons as to why such action has been taken. </span></p>
<h2 id="01K1BJFWSGJXYR7EV7V78WSV7H"><span style="color: #666666;">Zendesk Internal Complaint Handling System</span></h2>
<p><span style="color: #464646;">Customers impacted by Zendesk enforcement activities (other than those identified as sending deceptive high-volume commercial content) may request a review of the circumstances by following the procedures set forth in the notice sent by Zendesk to such affected Customer.</span></p>
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