Simon Review

Simon Review adds an institutional communication governance step to agent-authored replies in Zendesk Support. It reviews a proposed customer-facing communication before it is delivered and returns one of three outcomes: Approved, Calibrated, or Held.

Agents draft replies normally in the ticket editor. Before sending, the agent clicks Review with Simon in the ticket sidebar. Simon reviews the current draft against the organization's approved governance requirements and returns a result:

• Approved: the draft may be delivered as written.

• Calibrated: Simon returns a reviewed version of the text that reduces risk. The agent may accept or discard it.

• Held before send: the draft should be routed to human judgment before delivery.

Simon never sends replies automatically. The agent decides whether to apply the reviewed text and remains in control of every send. Each review produces a Receipt ID that provides evidence a governance review occurred.

Data disclosure

What the app reads from Zendesk: the text of the reply the agent is currently drafting, the ticket ID, the comment channel, and the requester's first name. It does not read attachments, ticket conversation history, internal notes, requester email addresses, organization records, satisfaction data, or other tickets.

What is sent to Simon: the draft text and that limited ticket context, transmitted over HTTPS to the Simon governance service, for the sole purpose of producing the review outcome and, where applicable, the calibrated text returned to the agent.

What Simon stores: governance evidence associated with each review, including the outcome, reason category, correlation and ticket references, timing, and SHA-256 hashes of the reviewed and delivered text.

Draft text is processed to perform the review and is not stored as plaintext in Simon's governance evidence records.

How it is protected: requests are authenticated with a per-organization Simon API key that is stored in Zendesk's secure app settings, sent as a request header, and never exposed to browser code or to agents. Governance evidence is stored per organization with row-level access controls so that one organization cannot read another organization's records.

Privacy policy: https://goasksimon.com/legal/privacy

Use requires an active Go Ask Simon account and a Simon API key. This app is not endorsed or certified by Zendesk and does not guarantee legal, regulatory, or compliance outcomes; it is a review layer that supports, and does not replace, human judgment.