The current app is a pre-release version provided only to customers who have applied, before its registration in the Slack Marketplace. The official launch is expected at the end of December after the Marketplace review, and this document will also be updated if any details change during the review process.
How does the app work?
Requests submitted by customers in Slack are received as tickets in the customer center support system (Zendesk) through the Megazone app server and middleware, and responses are returned to Slack through the same path in reverse.
Users log in once with their Megazone unified account. After that, they can submit requests and receive responses entirely within Slack.
What Slack permissions does the app request?
The app requests only the permissions required to receive requests and deliver responses. The installation screen displays the permissions under the categories below, and the detailed permissions and reasons for use are shown in the table.
| Slack permission (scope) | Displayed on installation screen | Reason for use |
|---|---|---|
| commands | Perform actions in channels and conversations | Submit requests using the /megazone and /메가존 commands |
| app_mentions:read | Content and information about channels and conversations | Read only messages that mention the app in channels and register them as requests |
| chat:write | Perform actions in channels and conversations | Send receipt notifications, support agent responses, and processing status updates |
| files:read | Content and information about channels and conversations | Read files attached to requests and attach them to customer center tickets |
| im:history | Content and information about channels and conversations | Read additional request comments in threads in the app message tab |
| users:read | Content and information about my workspace | Identify the requester and link them to their Megazone unified account |
What the app does not do: The app processes only messages that mention the app or contain a command, and conversations in the app message tab. It does not request permissions to read all channel messages (such as channels:history), so it cannot read other channel conversations. It retrieves only files attached to requests.
What data is processed, and how long is it retained?
Original request content is stored only in the customer center support system (Zendesk). The app server has no database, and the middleware database stores only the minimum information required for connections. Request content, replies, and attachments are not stored; they are only transmitted.
| Data | Storage location | Retention period |
|---|---|---|
| Request subject, content, attachments, and support agent responses | Customer center (Zendesk) | 5 years (same as existing customer center requests) |
| Request content and attachments | App server and middleware (transmission only) | Not stored; only transmitted to the customer center. During transmission, they are temporarily placed in an encrypted work queue and deleted immediately after processing. Items for which processing fails may be retained for up to 14 days to determine the cause. |
| Request subject (summary) and request status | Middleware database | Deleted immediately when the connection is disconnected, the app is deleted, or the data is permanently deleted from the customer center |
| Slack user ID, workspace ID and name, Megazone unified account identifier, customer center user ID, name and company name, DM channel ID | Middleware database | Deleted immediately when the connection is disconnected or the app is deleted (logging out changes only the connection status; the data is retained) |
| Slack app authentication token | Middleware database (encrypted again using KMS). The app server caches it in memory for only 5 minutes | Deleted immediately when the app is deleted |
| System logs | App server and middleware | 30 days. Request content, names, email addresses, and tokens are not recorded |
The app processes only the content customers submit as requests and the connection information required to receive requests and deliver responses. It does not store other conversations, files, or user lists in the workspace.
Who can submit requests and view request history?
Only users logged in with a Megazone unified account can submit requests and view request history. The app cannot be used with a Slack account alone.
- Initial authentication: The first time, the user links their Slack user and unified account by logging in to their Megazone unified account through OAuth. The app does not receive or store the unified account password.
- Request history access: Requests submitted by the user
- Logging out and disconnecting: When a user logs out, request submission and viewing are restricted until they log in again. The connection information is retained with only its status changed, and is deleted when the connection is disconnected or the app is deleted.
How is data protected?
The app server and middleware operate on AWS, and communications across all sections are encrypted.
Slack app installation and permission approval are performed on Slack's official authentication screen (slack.com). Before installing, please verify that the app name displayed on the screen is Megazone Help.
How is personal information handled?
Personal information in requests submitted through the app is handled according to the Megazone Cloud Privacy Policy (effective October 1, 2026), under the same standards as existing customer center requests.
| Category | Details |
|---|---|
| Purpose of processing | Receiving and processing technical support requests and providing results |
| Items processed | Name, email address (used only to match the customer center user when logging in and not stored in the app), customer company name, Slack user ID, Megazone unified account identifier, customer center user ID, request content (including reference email addresses entered in the request) |
| Processing entrusted to | Amazon Web Services (app server infrastructure), Salesforce |
| Transfer outside the country | Zendesk (customer center support system), Japan data center |
| Retention period | Request records: 5 years. The app's connection information is deleted immediately when the connection is disconnected or the app is deleted |
| Processing by Slack | Slack messages themselves are managed according to the policies of the Slack service contracted by your company |
Full Privacy Policy: https://privacy.megazone.com/production/mzc/privacy/16/ko.html
What happens to the data when the app is deleted?
When the app is deleted, the authentication token and workspace and user connection information are deleted immediately. Requests that have already been submitted remain as customer center records and continue to be processed. System logs are automatically deleted after 30 days, and backups after 35 days.
- The Slack workspace administrator deletes Megazone Help from the app management menu.
- When a user disconnects their connection, that user's connection information is deleted immediately. If you need additional deletion, please submit a request to the security contact below.
- Access to and deletion of request records stored in the customer center follow the procedures for data subject rights in the Privacy Policy.
Security contact
| Type of inquiry | Contact |
|---|---|
| App usage and installation inquiries | help@megazone.com |
| Security and privacy inquiries, data deletion requests | help@megazone.com |
| Security incident reports | irm@mz.co.kr |
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