Privacy Policy

1. Introduction

This Privacy Policy explains how we handle personal and business information when you access or use our Helpdesk platform, website, and related services (collectively, the “Services”). By using the Services, you agree to the practices described in this document.

2. Information we collect

2.1 Information you provide

We collect information that you submit directly through the Services, including:

• Account details such as name, email address, password, and role.
• Workspace or company details.
• Ticket content, comments, internal notes, and file attachments.
• Support requests and communication with our team.

2.2 Information collected automatically

When you use the Services, we automatically collect certain technical data, such as:

• Log data (IP address, browser type, device information, timestamps).
• Usage data (pages visited, features used, actions taken in the workspace).
• Cookies and similar technologies used for authentication and analytics.

2.3 Information from third parties

If you connect third-party services (such as email providers, identity providers, or integrations), we may receive limited information from those services in accordance with their privacy settings and permissions.

3. How we use your information

We use the information we collect to:

• Provide, operate, and maintain the Helpdesk platform.
• Authenticate users and secure access to workspaces.
• Process and respond to tickets, comments, and support requests.
• Personalize the experience (language, preferences, workspace context).
• Monitor performance, detect abuse, and prevent fraud.
• Improve existing features and develop new functionality.
• Comply with legal obligations and enforce our terms of service.

4. Legal basis for processing

Where applicable law requires a legal basis (for example in the EEA or UK), we process personal data on the basis of:

• Contract: to provide and maintain the Services.
• Legitimate interests: to secure, improve, and operate the platform.
• Consent: for certain optional features or communications.
• Legal obligation: to comply with laws and regulations.

5. Sharing of information

We do not sell your personal information. We may share it only with:

• Service providers: trusted vendors that help us host, store, or operate the Services (cloud hosting, email delivery, analytics, etc.).
• Workspace members: information within a workspace is visible based on its roles and permissions (for example, agents and requesters).
• Legal and safety: when required by law or to protect our rights, users, or the public.

6. Data security and retention

We implement technical and organizational measures designed to protect your information, including encryption in transit, access controls, and audit logging. However, no online service can guarantee absolute security.

We retain personal data for as long as necessary to provide the Services, comply with legal obligations, resolve disputes, and enforce our agreements. When information is no longer needed, we may anonymize or securely delete it.

7. Your rights

Depending on your location, you may have rights such as:

• Accessing the personal information we hold about you.
• Requesting corrections to inaccurate or incomplete data.
• Requesting deletion of certain information, subject to legal exceptions.
• Objecting to or restricting specific processing activities.
• Exporting your data in a portable format, where applicable.

You can exercise many of these rights through your account settings. For additional requests, please contact us using the details below.

8. Contact us

If you have questions about this Privacy Policy or our data practices, or if you would like to exercise your privacy rights, you can contact us at:

We may update this Privacy Policy from time to time. When we make material changes, we will notify you through the Services or by other appropriate means.