Legal Matters

State: 02/2019

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Data Privacy Statement - Zendesk Chat


Purpose of Zendesk live chats

We utilize the Zendesk chat on our website which is a live chat software owned by the US company Zendesk Inc. The messages and data received and sent when using this live chat will be processed and documented. The Zendesk chat aims at communicating directly with our website visitors in real-time which is also known as a live chat.

For each individual accessing our website which is equipped with the Zendesk chat software, data will be collected for the purpose of running the live chat and analyzing the operation of this system.


Legal basis

The legal basis of the processing is Art. 6 (1) lit. f GDPR according to our interest in a direct and customer-friendly communication.

By using the Zendesk chat, you agree that your data collected by Google may be processed for the purpose described above. You can stop this support at any time.


Data collection by Zendesk

A user can view if a Dlubal employee is currently available on the Zendesk chat for an immediate correspondence. When you use our live chat system, the data you provide will be saved. The collected data includes:

  • Chat record
  • Provided name
  • IP address
  • Country of origin
  • Visited Dlubal webpages
  • Duration of the Dlubal webpages visited
  • Additional details provided (e.g. email address, phone number) 

You have the option to provide contact data such as your name, phone number or email address to facilitate the interaction. This data will not be given to third parties and is only used to process and document chat requests. 

Zendesk, Inc, 1019 Market Street San Francisco, CA 94103 adheres to the EU-US Privacy Shield which ensures compliance with the level of personal data protection within the EU.

Find more information about data processing by Zendesk in the privacy policy of Zendesk at and on the website about EU data protection

Zendesk also provides further information about your protection rights regarding individual privacy:

If you have any questions, do not hesitate to contact Zendesk:


Extent of data collection by Dlubal Software

As provider of the Zendesk chat, we are able to

  • limit, suspend or terminate your access to the service
  • access and process your personal data which you have provided to Zendesk
  • access and export your personal data processed to Zendesk
  • change your personal data including your end user profile.

Personal data processing provided in the Zendesk chat form is used to directly answer sales and support inquiries as well as other questions with the Zendesk chat. Your chats, including the email address (if provided), will be transferred to our development database (NetGenium) and our CRM system in order to process inquiries. Chat history is further documented and saved. If applicable, the provided email address will be assigned to the corresponding point of contact and company.


Data security

When using the online support, you are communicating via an encrypted connection. This prevents unauthorized third parties access to the online support content.


Data transfer and its recipients

Your chat personal data including the email address (if provided) are accessible to our legally independent Dlubal locations in our shared CRM system and development database (NetGenium). Find more information about our Dlubal locations here:

Additionally, our software development provider can access this personal data in our shared development database (NetGenium).

Contact us

Contact Dlubal

If you have any questions about this privacy policy and the processing of your personal data, you can contact our internal data protection officer or write an e-mail to

Our data protection officer will also be at your disposal if you request information, suggestions or have any complaints.

+49 9673 9203 0