Terms of Use — Intent Detector
Last updated: March 11, 2026
1. Acceptance of Terms
By installing, accessing, or using the Intent Detector application ("the Service", "the App") available through the Zendesk Marketplace, you ("User", "you", "your") agree to be bound by these Terms of Use ("Terms"). If you are accepting these Terms on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.
If you do not agree to these Terms, you must not install or use the Service.
2. Description of the Service
Intent Detector is an AI-powered intent detection micro-service that integrates with Zendesk. Upon ticket creation, the Service automatically identifies the customer's contact reason and populates a designated Zendesk ticket field with the detected intent category, enabling faster routing, reduced handling time, and improved customer satisfaction (CSAT).
The Service operates as a Zendesk marketplace application and functions via a webhook-based integration between your Zendesk instance and the Intent Detector backend infrastructure.
3. Eligibility and Account Requirements
To use the Service, you must:
Hold a valid, active Zendesk account;
Be at least 18 years of age, or of legal age in your jurisdiction;
Have the authority to enter into legally binding agreements on behalf of your organisation (where applicable);
Comply with all applicable laws and regulations in your jurisdiction.
4. Data Processing and Handling
Intent Detector processes only the minimum data necessary to deliver the Service. The following categories of data are collected and stored:
4.1 Configuration Data
Target Field Configuration: The identity of the Zendesk ticket field designated by the User for AI-populated intent values. This is stored to enable the Service to write the detected intent to the correct field upon ticket creation.
Webhook Configuration Data: The parameters and metadata of the Zendesk webhook created by the User during onboarding. This data is stored to maintain and operate the integration between the User's Zendesk instance and the Intent Detector backend.
Trigger and Category Identifiers: The Zendesk trigger ID associated with the integration and the intent category identifiers used by the AI model. These are stored for routing logic and classification purposes.
4.2 Operational Data
Ticket Identifier and AI-Selected Value: Upon ticket creation, the Service stores the Zendesk ticket ID together with the intent value selected by the AI. No other ticket data, customer personal data, or ticket content is retained by the Service beyond what is strictly necessary to write the result back to the designated field.
4.3 Authentication Data
OAuth Access Token: The OAuth token issued through the Zendesk OAuth flow is stored securely to maintain an active, authenticated connection between the User's Zendesk instance and the Intent Detector backend. This token is used exclusively for the purposes of the Service and is not shared with third parties.
4.4 Data Not Collected
The Service does not collect, store, or process:
The content (body) of customer tickets;
Customer personal data beyond what is embedded in the Zendesk ticket ID reference;
Payment information or billing data;
Any data beyond the categories enumerated in Sections 4.1 and 4.2 above.
5. Data Protection and GDPR Compliance
5.1 Legal Basis for Processing
Intent Detector processes data on the legal basis of contract performance (Article 6(1)(b) GDPR), as the processing is necessary to deliver the Service to the User, and legitimate interests (Article 6(1)(f) GDPR) for the purposes of operating and improving the Service.
5.2 Data Controller and Data Processor
The User acts as the Data Controller in respect of any personal data processed within their Zendesk instance. Intent Detector acts as a Data Processor on behalf of the User, processing only the data described in Section 4 above.
Where required under applicable law, a Data Processing Agreement (DPA) is available upon request and shall be incorporated by reference into these Terms.
5.3 Data Retention
Configuration and authentication data is retained for as long as the User maintains an active subscription to the Service. Operational data (ticket IDs and AI-selected values) is retained for the period necessary to fulfil the Service and for a maximum of 6 months thereafter, unless a shorter period is required by applicable law.
Upon termination of the User's subscription or written request, all data associated with the User's account will be deleted within 30 days, unless retention is required by applicable law.
5.4 Data Security
Intent Detector implements appropriate technical and organisational measures to protect data against unauthorised access, disclosure, alteration, or destruction. These measures include, but are not limited to, encrypted storage of OAuth tokens, access controls, and secure transmission over HTTPS.
5.5 Third-Party AI Processing — OpenAI
To power intent detection, the Service transmits ticket data to OpenAI's API for processing. Only ticket-level content relevant to intent classification is sent — specifically, the information needed to identify the customer's contact reason.
We do not transmit to OpenAI:
OAuth tokens or authentication credentials
Zendesk account configurations or API keys
Any data that could compromise the security or integrity of the User's account
OpenAI processes this data solely to return an intent classification result. No credentials, account identifiers, or sensitive configuration data leave the Intent Detector environment.
5.6 Data Transfers
Data may be processed on infrastructure located within the European Economic Area (EEA) or in third countries offering an adequate level of data protection, or subject to appropriate safeguards as required under Chapter V of the GDPR.
5.7 Data Subject Rights
To the extent that any personal data is processed, data subjects retain their rights under applicable law, including the right of access, rectification, erasure, restriction of processing, data portability, and objection. Requests should be directed to the contact address provided in Section 11.
6. User Responsibilities
You agree to:
Ensure that your use of the Service complies with all applicable laws and regulations, including data protection and privacy laws;
Obtain all necessary consents and authorisations before connecting the Service to your Zendesk instance;
Maintain the confidentiality of any credentials or tokens associated with the Service;
Promptly notify Intent Detector of any suspected unauthorised access or security breach;
Not use the Service for any unlawful, fraudulent, or abusive purpose.
7. Intellectual Property
All intellectual property rights in and to the Service, including but not limited to the AI model, software, algorithms, branding, and documentation, remain the exclusive property of Intent Detector. These Terms do not grant the User any rights in or to the Service beyond the limited right to use it in accordance with these Terms.
8. Disclaimer of Warranties
The Service is provided on an "as is" and "as available" basis. To the fullest extent permitted by applicable law, Intent Detector makes no warranties, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, accuracy of AI-generated outputs, or uninterrupted availability of the Service.
AI-generated intent classifications are probabilistic in nature and may not be accurate in all cases. The User is responsible for validating outputs and for any business decisions made in reliance on them.
9. Limitation of Liability
To the fullest extent permitted by applicable law, Intent Detector shall not be liable for any indirect, incidental, consequential, or punitive damages arising from the use or inability to use the Service, including but not limited to loss of data, loss of revenue, or loss of business opportunity.
In no event shall Intent Detector's total aggregate liability exceed the amount paid by the User for the Service in the twelve (12) months preceding the event giving rise to the claim.
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.
10. Changes to the Service and Terms
Intent Detector reserves the right to modify these Terms at any time. Users will be notified of material changes with reasonable advance notice. Continued use of the Service following notification of changes constitutes acceptance of the revised Terms.
Intent Detector may also modify, suspend, or discontinue any aspect of the Service at any time, with reasonable notice where practicable.
11. Governing Law and Dispute Resolution
These Terms shall be governed by and construed in accordance with the laws of the European Union and the laws of Romania, without regard to conflict of law provisions.
Any dispute arising out of or in connection with these Terms shall first be subject to good-faith negotiation between the parties. If the dispute cannot be resolved through negotiation within 30 days, it shall be submitted to the exclusive jurisdiction of the courts of Romania.
12. Contact Information
For any questions regarding these Terms, data processing practices, or to exercise your data subject rights, please contact:
Intent Detector Email: info@roca.work Address: Caloianca 16, Slatina, Olt, Romania
These Terms of Use constitute the entire agreement between the User and Intent Detector with respect to the subject matter herein and supersede all prior agreements and understandings.