Zendesk Developer Terms
Effective Date: August 12, 2025
These Zendesk Developer Terms (formerly the Application Developer and API Agreement) and associated Documentation (collectively, these “Terms“) govern Licensee’s access to and use of the Zendesk APIs.
By accessing or using the APIs, Licensee accepts these Terms.
1. DEFINITIONS
For purposes of these Terms, capitalized terms will have the meaning set forth below or in the Zendesk Customer Agreement:
“API(s)” means the application programming interfaces, source code, software development kits (SDKs), executable applications, developer tools, and other materials made available by Zendesk, including, without limitation, through the developer site.
“API Data” means all data accessible or made available through the APIs, including, without limitation, Service Data.
“API Credentials” means the authentication method designated by Zendesk, as set forth in the Documentation, to access and use the APIs.
“Application(s)” means any application, integration, or help center theme (or a template for the same that is modified for individual Customers) that utilizes or interacts with the API or otherwise interacts with the Services.
“Customer” means a customer that has agreed to a service agreement with Zendesk for use of the Services.
“Documentation” means any specifications, technical guidelines, and policies applicable to the APIs (such as security, verification, privacy, and AI safety and governance-related requirements) that Zendesk makes available to Licensee, including through the developer site or Zendesk help centers, which may be updated by Zendesk from time to time.
“Licensee” means the party accessing or using the APIs, or making the APIs available to any third party, under these Terms. For clarity, a Customer accessing or using the APIs, whether solely for its internal purposes or to develop and distribute Applications to other Customers, is a Licensee subject to these Terms.
“Licensee Marks” means Licensee’s name, Application name(s), and associated trademarks, tradenames, wordmarks, and logos.
“Marketplace” means the marketplace of Applications made available by Zendesk at https://www.zendesk.com/marketplace/.
“Paid Applications” means any Application published by Licensee in which a Customer pays Licensee and/or Zendesk for a license to use, access, or deploy such Application.
“Payment Processor” means the third-party payment processor that processes fees related to a Paid Application.
“Pre-Release Offerings” means early access, beta, or pre-release features, services, or functionality that interoperate with Applications, the Marketplace, and/or the Services, including APIs and platform features.
“Purchase Fees” means fees collected from the sale of Licensee’s Paid Application.
“Security Assessment” means any vulnerability assessment, penetration testing or scanning, or any other security review of an Application developed by Licensee. If any part of an Application runs outside of Zendesk’s systems, this may further include remote application-level security testing of the Application and network-level security testing, including a vulnerability threat assessment.
“Zendesk Marks” means the Zendesk name and associated trademarks, tradenames, wordmarks, and logos.
2. LICENSES
2.1 Access Rights. Zendesk grants Licensee a limited, non-exclusive, non-transferable, non-sublicensable, worldwide, revocable right and license to access, use, and make calls to the APIs to develop and implement Applications that integrate or interact with the Services. Except if Licensee is a Customer and using the APIs exclusively for its own internal use (and not for the benefit of any other Customer or third party) or as otherwise authorized by Zendesk in writing, Licensee must submit its Applications to Zendesk for review in accordance with the Documentation. Zendesk may, in its sole discretion: (i) require the use of specified APIs for certain use cases; (ii) determine if an Application is approved for distribution; (iii) if approved, require Licensee to enter into a separate agreement governing such distribution; and (iv) restrict, suspend, or revoke Licensee’s access to and use of any APIs for any reason, or no reason, with or without notice.
2.2 Zendesk Marks. Zendesk does not grant to Licensee any right or license to use the Zendesk Marks, and Licensee is expressly prohibited from publicly referencing or promoting the availability of the Application, except for Applications authorized for publication to the Marketplace in accordance with Section 4.1 or as otherwise authorized in writing by Zendesk. Any authorized use of the Zendesk Marks remains subject to Zendesk’s Trademark Usage Guidelines, including the prohibition on use in a disparaging, defamatory, libelous, or degrading manner.
2.3 Feedback. If Licensee provides any feedback to Zendesk regarding the APIs or the Services, Zendesk will have a royalty-free, fully paid-up, worldwide, transferable, assignable, sub-licensable, irrevocable, and perpetual license to implement, use, modify, commercially exploit, and incorporate such feedback into any of Zendesk’s products or services (including the Services and/or the APIs), without attribution or restriction
2.4 Pre-Release Offerings. Zendesk may, in its sole discretion, make available Pre-Release Offerings to Licensee. Pre-Release Offerings may be subject to additional terms, which Zendesk will make available to Licensee prior to provision of the Pre-Release Offerings. Pre-Release Offerings are made available on an “as is” and “as available basis,” and Zendesk makes no representations or warranties regarding the functionality or reliability of the Pre-Release Offerings. Zendesk will have no liability to Licensee arising from or in connection with the Pre-Release Offerings. Zendesk may change, modify, or terminate Pre-Release Offerings in its sole discretion, and Zendesk makes no commitments that such Pre-Release Offerings will be made generally available.
3. RESPONSIBILITIES
3.1 Obligations. Licensee will comply with all requirements and restrictions set forth in these Terms and the Documentation in all uses of the APIs. Licensee agrees to conduct all activities and perform all obligations under these Terms in good faith and with a high standard of integrity. If Zendesk believes, in its sole discretion, that Licensee has violated or attempted to violate any term of these Terms or the Documentation, the license and right to use the APIs afforded to Licensee under these Terms may be temporarily or permanently revoked, with or without notice to Licensee.
3.2 API Credentials. For enhanced security and oversight, Licensee is required to access the APIs exclusively using API Credentials granted to Licensee from Zendesk, in Zendesk’s sole discretion. Zendesk reserves the right to modify the necessary API Credentials in its sole discretion, and Licensee understands that upon such modification, its access to the APIs will require usage of such modified API Credentials. API Credentials are non-transferable and Licensee will maintain the confidentiality and security of its API Credentials.
3.3 Restrictions. Licensee will not (and will not permit any other party to) use the APIs to, or develop Applications that: (i) substantially replicate products or services offered by Zendesk, except as otherwise authorized by Zendesk; (ii) monitor the availability, performance, or functionality of any API or the Services, including for any similar benchmarking purposes; (iii) display any form of advertising within the Applications in connection with any API Data received from any Customer, Agent, or End User; (iv) repackage or resell the Services, APIs, or API Data; (v) circumvent any Service Plan, Agent licensing, pricing, or scope of use restrictions (including that no more than one individual may use each Agent login, or pricing related to Automated Resolutions); (vi) bypass, remove, disable, or otherwise circumvent the security controls of the APIs, Services, or any data stored or transmitted through the Services; or (vii) reverse engineer, decompile, disassemble, or derive source code, underlying ideas, algorithms, structure, or organizational form from the Services or the APIs.
3.4 Application Maintenance. Licensee acknowledges that Licensee is solely responsible, and that Zendesk has no responsibility or liability of any kind, for the content, development, operation, support, and maintenance of its Applications. Without limiting the foregoing, Licensee will be solely responsible for: (i) supporting technical installation and operation of its Applications; (ii) creating and displaying information and content within its Applications; (iii) ensuring that its Applications do not violate or infringe the rights of any third party; (iv) ensuring that its Applications are not offensive, profane, obscene, libelous, or otherwise illegal; (v) ensuring that its Applications do not contain or introduce malicious software into the Services, APIs, API Data, or other data stored in or transmitted through the Services; and (vi) ensuring that its Applications are not used to spam any Customers, Agents, or End Users.
3.5 API Rate Limits. Licensee’s Applications must comply with any rate limitations on calling or otherwise utilizing an API, as provided in the Documentation.
3.6 Data Privacy. (i) provide a conspicuous privacy notice that clearly discloses to
Customers how API Data is accessed, used, stored, and shared by its Applications in accordance with all other
requirements of this Section 3.6, and obtain all necessary consent from Customers and their Application users
regarding such processing;
(ii) limit its access, use, and storage of API Data to the minimum extent necessary to provide the functionality of
Licensee’s Applications, and promptly delete API Data once the specific need is met;
(iii) not use API Data for any purpose other than to provide its Application functionality to the specific Customer
associated with the API Data (and no other Customer or other third party), including creating, training, or improving
any general AI model, such as, but not limited to, a large language model, or sanitizing API Data for such purposes;
(iv) not directly or indirectly use the APIs to develop Applications that allow bulk export of API Data;
(v) not create persistent copies, archives, indexes, or long-term data stores using API Data, engage in background
data collection, or engage in scraping for data unrelated to individual user queries; and
(vi) ensure its Applications do not: (a) modify API Data in a way that adversely affects its integrity; or (b)
disclose API Data to any third party, except as authorized by the Customer and disclosed in the Application privacy
notice.
3.7 Security. Licensee agrees that Zendesk (or a third party engaged by Zendesk) may, in
its sole discretion, perform periodic
Security Assessments, subject to the following:
(i) Where practicable, Zendesk will endeavor to provide notice to Licensee no less than 7 days prior to a Security
Assessment;
(ii) Licensee will cooperate with Security Assessments;
(iii) Zendesk, its employees, and contractors will not be liable to Licensee or any third party for damages or losses
arising in connection with Security Assessments performed in accordance with this Section 3.7; and
(iv) Licensee may not rely on, disclose, or promote the existence or passage of such Security Assessments, including
to any Customer.
3.8 Monitoring and Audits. Zendesk may monitor and audit Licensee’s use of the APIs as necessary to verify compliance with these Terms and ensure the integrity and security of the Services. Zendesk may restrict, suspend, or revoke Licensee’s access to and use of the APIs if Zendesk identifies, in its sole discretion, any suspicious usage or activity.
3.9 Export. Licensee will comply with all applicable export control laws and regulations (including the U.S. Export Administration Regulations) in its access to and use of the APIs. Licensee represents and warrants that it, its Affiliates, and its authorized personnel: (i) are not on any U.S. government-issued list of restricted or denied persons; and (ii) are not located in any countries or territories subject to U.S. government embargo or trade sanctions. Licensee will not (and will not allow any other party to) export, re-export, or otherwise transfer the Services or APIs to: (a) a U.S.-embargoed country or region; (b) anyone on any U.S. or applicable non-U.S. restricted or denied persons list; or (c) any party that Licensee has reason to know will use the APIs in violation of U.S. export law.
4. MARKETPLACE
4.1 Marketplace Approval. Zendesk may, in its sole discretion, determine whether to approve Licensee and its Applications for listing within the Marketplace.
4.2 Publishing Applications. If Licensee chooses to charge Purchase Fees for any Paid Application, Licensee must register for an account with the Payment Processor under the terms communicated to Licensee by the Payment Processor, and such account must be used to process the Purchase Fees. Purchase Fees will be transferred to Licensee’s Payment Processor account pursuant to the terms of the agreement between Licensee and the Payment Processor, and Zendesk bears no financial responsibility with respect to any Purchase Fees. Licensee acknowledges and agrees that Zendesk may initiate a refund related to any Purchase Fees paid to Licensee by a Customer in connection with the Customer’s purchase of a Paid Application, if Zendesk determines, in its sole discretion, such a refund is appropriate. Such refund will be the exclusive financial responsibility of Licensee, and may be processed through the Payment Processor and taken out of Licensee’s Payment Processor account and returned to the Customer.
4.3 Paid Applications. If Licensee chooses to charge Purchase Fees from the sale of Licensee’s Paid Application, Licensee must register for an account with the Payment Processor under the terms communicated to Licensee by the Payment Processor, and such account must be used to process the Purchase Fees. Purchase Fees will be transferred to Licensee’s Payment Processor account pursuant to the terms of the agreement between Licensee and the Payment Processor, and Zendesk bears no financial responsibility with respect to any Purchase Fees. Licensee acknowledges and agrees that Zendesk may initiate a refund related to any Purchase Fees paid to Licensee by a Customer in connection with the Customer’s purchase of a Paid Application, if Zendesk determines, in its sole discretion, such a refund is appropriate. Such refund will be the exclusive financial responsibility of Licensee, and may be processed through the Payment Processor and taken out of Licensee’s Payment Processor account and returned to the Customer.
4.4 Paid Application Fees. Zendesk reserves the right to charge fees to Licensee related to any aspect of the Marketplace at its sole discretion, either as indicated to Licensee at the time of listing the Paid Application or upon 10 days’ notice to Licensee. Continued listing of the Paid Application on the Marketplace after notice of Zendesk’s collection of such fees will be deemed Licensee’s agreement to such charges.
4.5 Removal of Applications. Zendesk may, in its sole discretion, delist or remove any Application from the Marketplace with or without notice to Licensee.
5. REPRESENTATIONS AND WARRANTIES
Licensee represents and warrants that: (i) its Applications and Licensee Marks, the use of such Applications by Customers, and the activities regarding the Applications and Licensee Marks undertaken by Zendesk in accordance with these Terms do not and will not violate, misappropriate, or infringe upon the rights of any third party; (ii) it will comply with all applicable local, state, national, and international laws and regulations, including, without limitation, all applicable data privacy and security laws, and maintain all licenses, permits, and other permissions necessary to develop, implement, and publish its Applications; (iii) its Applications do not and will not contain or introduce any malicious software into the Services, APIs, API Data, or other data stored or transmitted using the Services; and (iv) it has all right, power, and authority to enter into these Terms and grant the licenses to Zendesk.
6. MODIFICATIONS
Zendesk may modify the APIs from time to time and Licensee acknowledges and agrees that modifications to the APIs: (i) may be implemented by Zendesk at any time and without notice to Licensee; and (ii) may have an adverse effect on Applications, including, but not limited to, changing the manner in which Applications communicate with the APIs, display or transmit API Data, or otherwise interoperate with the Services. Zendesk will have no liability of any kind to Licensee or any user of Licensee’s Applications with respect to a modification to the APIs or any adverse effects resulting from such modification. Licensee’s continued access to or use of the APIs following a modification to the APIs will constitute binding acceptance of such modification.
7. OWNERSHIP
7.1 Intellectual Property. Subject to the limited licenses expressly provided in these Terms, nothing in these Terms transfers or assigns to Zendesk any of Licensee’s intellectual property rights in its Applications or the Licensee Marks, or transfers or assigns to Licensee any of Zendesk’s intellectual property rights in the Services, APIs, Zendesk Marks, or Zendesk’s other technology, or the respective intellectual property rights in any API Data of Zendesk or its Customers, Agents, or End Users.
7.2 Independent Development.. Subject to its obligations under these Terms, Zendesk may independently develop, acquire, license, market, or distribute products and services that are similar to or competitive with Licensee’s Applications.
8. SUPPORT
These Terms do not entitle Licensee or any user of its Applications to any support for the Services or the APIs, unless Licensee makes separate arrangements with Zendesk for such support. Licensee is solely responsible for providing all support and technical assistance to Customers who access, deploy, or purchase its Applications, and Licensee will not represent that Zendesk is available to provide such support. Licensee will use commercially reasonable efforts to provide reasonable support to users of its Applications.
9. CONFIDENTIALITY
Each party will protect the other’s Confidential Information from unauthorized use, access, or disclosure in the same manner as each party protects its own Confidential Information, but with no less than reasonable care. Each party may use the other party’s Confidential Information solely to exercise its respective rights and perform its respective obligations under these Terms and may disclose such Confidential Information only: (i) to its Affiliates, employees, and/or agents who have a need to know such Confidential Information and who are bound by terms of confidentiality at least as protective as these Terms; (ii) as necessary to comply with an order or subpoena of any administrative agency or court of competent jurisdiction; or (iii) as reasonably necessary to comply with any applicable law or regulation. The parties agree that any violation or threatened violation of this section may cause irreparable injury to the other party, entitling the other party to seek injunctive relief in addition to all other legal remedies.
10. DISCLAIMER OF WARRANTIES
ALL ASPECTS OF THE SERVICES AND THE APIS, INCLUDING ALL SERVER AND NETWORK COMPONENTS, ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT ANY WARRANTIES OF ANY KIND TO THE FULLEST EXTENT PERMITTED BY LAW, AND ZENDESK EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, TITLE, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. LICENSEE ACKNOWLEDGES THAT ZENDESK DOES NOT WARRANT THAT THE SERVICES OR APIS WILL BE UNINTERRUPTED, TIMELY, SECURE, ERROR-FREE, OR FREE FROM VIRUSES OR OTHER MALICIOUS SOFTWARE, AND NO INFORMATION OR ADVICE OBTAINED BY LICENSEE FROM ZENDESK OR THROUGH THE SERVICES WILL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE TERMS.
11. LIMITATION OF LIABILITY
11.1 TO THE FULLEST EXTENT PERMITTED BY LAW, UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY (WHETHER IN CONTRACT, TORT, NEGLIGENCE, OR OTHERWISE) WILL ZENDESK, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS, OR LICENSORS BE LIABLE TO LICENSEE OR ANY THIRD PARTY FOR ANY LOST PROFITS, LOST SALES OR BUSINESS, LOST DATA, BUSINESS INTERRUPTION, LOSS OF GOODWILL, OR FOR ANY TYPE OF INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL, OR PUNITIVE LOSS OR DAMAGES, OR ANY OTHER LOSS OR DAMAGES IN CONNECTION WITH THESE TERMS, THE API, OR THE SERVICES, REGARDLESS OF WHETHER ZENDESK HAS BEEN ADVISED OF THE POSSIBILITY OF OR COULD HAVE FORESEEN SUCH DAMAGES.
11.2 NOTWITHSTANDING ANYTHING TO THE CONTRARY IN THESE TERMS, TO THE FULLEST EXTENT PERMITTED BY LAW, THE TOTAL AGGREGATE LIABILITY OF ZENDESK AND ITS AFFILIATES ARISING OUT OF OR RELATED TO THESE TERMS WILL IN NO EVENT EXCEED ONE HUNDRED U.S. DOLLARS ($100.00). ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS MUST BE BROUGHT WITHIN 1 YEAR OF THE FIRST EVENT OR OCCURRENCE GIVING RISE TO THE CLAIM.
12. INDEMNIFICATION
Licensee will defend and indemnify Zendesk from and against any third-party claims made against Zendesk or its Affiliates that arise from or relate to: (i) Licensee’s access to and use of the APIs; (ii) Licensee’s Applications; and (iii) Licensee’s breach or alleged breach of these Terms. Zendesk will give Licensee prompt written notice of a claim and information as may be reasonably requested by Licensee in connection with a claim. Licensee will have sole control over the defense and settlement of a claim (but Licensee cannot settle any claim that admits liability for Zendesk without Zendesk’s prior written consent, which will not be unreasonably withheld or delayed). Failure to notify Licensee of a claim under this Section 12 will not relieve Licensee of its indemnification obligations; however, Licensee will not be liable for any litigation expenses that Zendesk incurred prior to the time when notice is given or for any damages and/or costs resulting from any material prejudice caused by the delay or failure to provide notice. Zendesk may participate in the defense of a claim using its own counsel at its own expense.
13. TERM AND TERMINATION
These Terms will remain in effect until terminated. Either party may terminate these Terms at any time, for any reason or for no reason, including, but not limited to, if Licensee violates any provision of these Terms. Any termination or expiration of these Terms will terminate the licenses granted to Licensee, and Licensee will: (i) cease using, and either return to Zendesk or destroy, any materials licensed under these Terms and any Zendesk Confidential Information in Licensee’s possession; and (ii) upon Zendesk’s request, certify that such actions have occurred. Upon termination or expiration of these Terms, all provisions that by their nature are intended to survive such termination or expiration will continue in full force and effect.
14. GENERAL TERMS
14.1 Assignment. Licensee may not assign these Terms or Licensee’s rights under these Terms without Zendesk’s prior written consent, which will not be unreasonably withheld. Zendesk may, without Licensee’s consent, assign these Terms to any Affiliate or in connection with any merger, acquisition, change in control, or sale of substantially all of its assets. Subject to the foregoing restrictions, these Terms will be fully binding upon and inure to the benefit of the parties and their respective successors and assigns.
14.2 Entire Agreement. These Terms, together with any other incorporated agreements or policies, constitute the entire agreement between the parties and supersedes all other agreements relating to its subject matter. The headings in these Terms are for convenience only and will not affect its interpretation. Failure to exercise any right under these Terms will not constitute a waiver.
14.3 Amendment. Zendesk may amend these Terms from time to time, including the Documentation and any online or URL terms and policies that are referenced in these Terms, by posting an update to this page (or successor URL) or the respective URLs. Unless otherwise noted by Zendesk, such amendments will become effective upon publication. If Licensee does not agree to the amended Terms, Licensee’s sole remedy is to terminate these Terms. Licensee’s continued use of the APIs following the effective date of any amendment will constitute Licensee’s acceptance of the amended Terms.
14.4 Severability. If any part of these Terms is invalid, illegal, or unenforceable, that term will be limited to the minimum extent necessary so that the rest of these Terms will remain in effect.
14.5 Relationship. The parties are independent contractors. These Terms do not create a partnership, franchise, joint venture, agency, fiduciary, or employment relationship among the parties.
14.6 Notices. Except as otherwise provided in these Terms, Zendesk may provide notice to Licensee to the email or mailing address provided by Licensee or associated with Licensee’s developer account. Licensee must give notice to Zendesk in writing: (i) by email, to legalnotice@zendesk.com; or (ii) by mail, to the following address: Zendesk, Inc., 181 Fremont St., 17th Floor, San Francisco, CA 94105 USA, Attn: Legal Department. All notices will be deemed to have been given: (a) the first business day after sending by email; (b) the first business day after being mailed by a recognized overnight delivery service; or (c) on receipt after being sent by certified or registered mail, return receipt requested.
14.7 Governing Law. These Terms will be governed by the laws of the State of California, without reference to conflict of laws principles. Licensee agrees to submit to the exclusive personal jurisdiction and venue in a court of general jurisdiction in San Francisco County, California.