// Trust & Security Report
Ultimate.ai
by Zendesk, Inc. (formerly Ultimate.ai Oy, Helsinki - acquired by Zendesk, March 2024)
Ultimate.ai was a standalone conversational-AI / customer-service-automation platform founded in Helsinki in 2016. Zendesk acquired it in March 2024 and fully absorbed it into the Zendesk Suite; it is no longer sold as an independent product. It now operates as 'AI Agents - Advanced (Ultimate)', the top automation tier of Zendesk's AI Agents line (sitting above 'AI Agents - Essential').
Certifications held
5
Maturity
Enterprise
Trains on your data
Unknown
Trust center
Yes
// Certification ledger
Each held certification is backed by a verbatim quote from the vendor's own trust or security page. “Not confirmed” means we could not verify it publicly, not that the vendor lacks it.
Verify on zendesk.com“Zendesk is described in its own privacy documentation as 'a third-party data processor under the GDPR' and offers 'features to support GDPR compliance, including native notice options seamlessly embedded into our tools,' plus a public Data Processing Agreement incorporating EU SCCs.”
Verify on support.zendesk.com“AI Agents is listed among the products in scope for the SOC 2 / ISO 27001 / HIPAA compliance table on Zendesk's own compliance-scope page; HIPAA support requires signing a BAA and the Advanced Data Privacy and Protection add-on.”
Verify on zendesk.com“'PCI-DSS - For more information on automatically redacting credit card numbers or adding a credit card identification field' (corporate/platform-level cert; not confirmed as AI-Agents-specific in the product compliance-scope table).”
Verify on zendesk.com“'CSA STAR AI Levels 1 & 2 certify advanced cloud security and AI governance practices, with Zendesk proudly being the first in the industry to achieve this recognition.'”
Verify on zendesk.com“UK government-backed certification 'that demonstrates an organization's commitment to strong cybersecurity through independent verification of key controls.'”
> Show 6 unconfirmed / not-held certifications
source: support.zendesk.comThe vendor's pages state this for a different product or company, not for this product.
source: support.zendesk.comThe vendor's pages state this for a different product or company, not for this product.
source: zendesk.comThe vendor's pages state this for a different product or company, not for this product.
source: support.zendesk.comThe vendor's pages state this for a different product or company, not for this product.
source: support.zendesk.comThe vendor's pages state this for a different product or company, not for this product.
source: support.zendesk.comFedRAMP Li-SaaS Tailored product list: 'Ticketing, Help Center, Community Forums, Reporting and Analytics, Voice, Messaging, Agent Workspace, AI Agents - Essential.' Only the Essential (lower) tier is in scope; 'AI Agents - Advanced (Ultimate)' is NOT listed as FedRAMP in-scope.
// Privacy & AI training
Trains on customer data
Not stated
Data processing agreement
Offered
Data region
Customer-selectable data locality (US, EU/EEA, Australia, Japan) per Zendesk's Regional Data Hosting Policy; specific policy applying to the legacy Ultimate.ai workloads post-migration was not independently confirmed.
Zendesk's own AI Data Use documentation names the acquired product explicitly: for 'AI Agents - Advanced (Ultimate),' 'if Service Data is needed for training, customers directly determine how to sanitize the training dataset,' meaning training only happens on an opt-in, customer-controlled, account-scoped basis, not by default and not shared across customers. Generative AI features built on third-party LLMs are separately stated to not be trained on Zendesk customer data at all. Training for this tier is customer-instructed rather than categorically absent.
// Security controls
Encryption in transit
HTTPS/TLS 1.2+ (platform-wide Zendesk standard; not a distinct Ultimate.ai control)
zendesk.comEncryption at rest
AES-256 in AWS; BYOK available via Advanced Data Privacy and Protection add-on
zendesk.com// Products & data scope
Data it handles: Processes end-customer conversation Service Data across web, mobile, email, and voice; can be trained on account-scoped Service Data only if the customer opts in and controls sanitization.
This is the direct successor product to the standalone Ultimate.ai platform; NOT covered by Zendesk's FedRAMP LI-SaaS authorization (only 'AI Agents - Essential' is).
Data it handles: Lower-complexity automation bundled into standard Zendesk Suite plans.
This tier, not the former Ultimate/Advanced tier, is the one covered by FedRAMP LI-SaaS.
// What to watch
- 'Ultimate.ai' is not an independently operating vendor. ultimate.ai redirects to https://www.zendesk.com/service/ai/ai-agents.
- All certifications listed here are Zendesk's corporate and platform certifications, not certifications independently earned by 'Ultimate.ai' as a company. They apply to the acquired product because Zendesk's own compliance-scope documentation explicitly lists 'AI Agents' (SOC 2, ISO 27001, HIPAA) and, by name, 'AI Agents - Advanced (Ultimate)' (AI Data Use policy) as in-scope; this is inherited-via-acquisition coverage, not independent Ultimate.ai certification history.
- FedRAMP LI-SaaS does not cover the Advanced/Ultimate tier; only 'AI Agents - Essential' is covered.
- The Advanced/Ultimate tier permits customer-instructed, account-scoped training, which differs from the platform-wide claim that generative LLM features never train on customer data.
// At a glance
Pricing model
No longer sold standalone. Available only as a paid add-on/tier ('Advanced') within Zendesk Suite subscriptions; legacy independent Ultimate.ai pricing/contracts no longer apply.
Self-hostable
No
// How we verified this
Every certification marked HELD is confirmed against a verbatim quote on Zendesk, Inc. (formerly Ultimate.ai Oy, Helsinki - acquired by Zendesk, March 2024)'s own trust, security, or privacy pages. We reject certifications claimed only on third-party aggregators, on a cloud host's behalf, or by a similarly named company.
Last verified 2026-07-09. Compliance changes over time. Always confirm directly with the vendor before relying on any certification for a purchasing or compliance decision.
zendesk.com// Trust reports for comparable tools
Other tools in the same category, each with its own sourced report.