How we use Zendesk to support our customers

We’re committed to providing the highest quality support to all of our customers. When you contact Proton, you’ll get a fast, clear answer from someone who understands your problem.

In addition to our headquarters in Switzerland, we have contact centers in Taiwan and North Macedonia. Our global presence allows us to provide a quick and efficient service, 24/7.

In this article, we explain how we use Zendesk to connect with customers who need help, route and prioritize support requests, monitor response quality, and maintain service levels as our user base grows. We also outline alternative contact options for those who would like them.

• How we use Zendesk’s support platform
• Privacy and data protection with Zendesk
• Alternative contact methods

How we use Zendesk’s support platform

When you submit a support form from proton.me/support or one of our apps, we use Zendesk’s support platform to direct your query to the Proton advisor best equipped to help with your issue. Once our advisor has seen your request, they’ll reply to you through Zendesk’s communication platform.

To protect your information, all communications made through Zendesk are encrypted in transit via industry-standard TLS (1.2 or higher) and AES-256 at rest.

Privacy and data protection with Zendesk

Proton will never compromise on privacy. Our partnership with Zendesk is governed by strong privacy contracts. Our legal and security teams have thoroughly reviewed all data protection aspects and security safeguards, including how data is handled in practice.

Internal account data

Zendesk does not have access to Proton’s internal systems or customer account data.

Conversation data

The information you share during a conversation through the Zendesk platform is handled only for support purposes under our contractual and technical safeguards.

Learn more

• Proton Terms of Service
• Proton Privacy Policy
• Zendesk’s Commitment to International Standards for Information Security(nova janela)

Alternative contact methods

If you don’t want to contact us through Zendesk, you can email us at contact@proton.me. Your conversation will stay within Proton Mail and use end-to-end encryption (as long as you message us from a Proton Mail address).

Learn more about Proton Mail’s encryption

Our team will get back to you as soon as they can, but it may take us a bit longer to reply. That’s because direct email requests aren’t connected to our support platform, so our team has to check and triage them manually.