1. Who is responsible
Ticketagent, operating at ticketagent.ai, is responsible for the personal data described in this policy. For the tickets and customer records your organization stores in its workspace, your organization decides what is collected, and we process that data on its behalf.
2. Data we collect on the website
- Email address you enter to create an account, and the confirmation code we send to it
- The plan and number of seats you showed interest in, and the page you signed up from
- Campaign parameters in the link you arrived with, and the referring page
- IP address and browser details, used for security and to limit abuse of the demo
- Messages you paste into the demo, used only to produce the demo result
3. Data in your help desk
When your organization uses Ticketagent, the workspace holds the messages your customers send, their names and email addresses, attachments, internal notes and knowledge base articles. We process this data only to run the service for your organization, under its instructions.
4. Why we use the data
- To create and confirm your account and send you the codes and emails you ask for
- To run the help desk and the AI agent for your organization
- To keep the service secure and prevent abuse
- To send you account and billing messages
- To meet legal obligations, such as tax records for payments
We do not sell personal data, and we do not use ticket data to train shared AI models.
5. Who processes the data
We use a small number of providers to run the service: hosting, email delivery, payment processing and the AI model that classifies tickets and drafts replies. Each receives only the data it needs for its task and is bound to protect it. Ticket content sent to the AI model is used only to answer that ticket.
6. How long we keep it
- Website signups: until you ask us to delete them, or two years without activity
- Workspace data: for as long as the subscription runs, plus 30 days to let you export it
- Billing records: as long as tax law requires
- Security logs: up to 12 months
8. Your rights
You can ask for a copy of your data, ask us to correct or delete it, object to its use, or ask us to transfer it. Write to [email protected] from the address the request is about. If your data sits in a workspace of an organization that uses Ticketagent, we pass the request to that organization, because it decides what happens to that data. You can also complain to your local data protection authority.
9. Security
Data travels over encrypted connections and is stored encrypted. Access is limited to the people who run the service. More on the help desk security page.
10. Changes to this policy
When we change this policy we update the date at the top, and for material changes we email account owners in advance.