Help desk security and how we handle your ticket data
A help desk holds your customers' messages, addresses and order details. This page explains, in plain terms, how Ticketagent protects that data, who can see it, what the AI agent does with it and how you get it back.
Your ticket data stays yours
- Your tickets, customers and articles belong to your company. We process them only to run your help desk.
- Your ticket data is not used to train shared AI models.
- You can export tickets, customers and knowledge base articles at any time.
- When you close your workspace, your data is deleted after the export window described in the Terms of service.
Encryption and hosting
- All traffic to the app, the widgets and the API uses HTTPS with TLS.
- Data is stored encrypted at rest, and backups are encrypted as well.
- Production access is limited to the people who operate the service and is logged.
- Passwords are stored as salted hashes, never in plain text.
Access control for your team
- Roles for agents, team leads and admins on every plan
- Custom roles and permissions on Business, down to which inboxes and brands a role sees
- SAML single sign-on on Business, so access follows your identity provider
- SCIM user provisioning on Enterprise, so leavers lose access the moment they leave your directory
- Two-step verification for accounts that sign in with a password
Audit log and data retention controls
On Business and Enterprise, the audit log records sign-ins, role changes, exports, rule changes and every action the AI agent takes. Retention controls let you delete closed tickets and attachments automatically after a period you choose.
How the AI agent handles your data
- The agent reads a ticket to classify it and draft a reply, and uses your knowledge base and approved replies as its sources.
- Every draft shows the article it used, and every auto-resolution is logged with its confidence score.
- Your admins decide which intents the agent may resolve alone, and can turn auto-resolve off at any time.
- Ticket content is sent to the model only to answer that ticket, and is not used to train shared models.
Read more about the AI customer service agent.
For your security review
- A data processing agreement is part of the Enterprise plan.
- Enterprise includes support for your security questionnaire and review.
- An uptime commitment is written into the Enterprise contract.
- Questions from your security or legal team go to [email protected].
Plans and what each one includes are on the help desk software pricing page. Teams running internal requests can also read about IT help desk software.
Reporting a security issue
If you find a vulnerability, write to [email protected] with the details and the steps to reproduce it. We confirm receipt and keep you informed while we fix it.
Help desk security questions
No. Your ticket data is not used to train shared models. The agent answers from your own articles and approved replies.
SAML single sign-on is part of the Business plan. Enterprise adds SCIM user provisioning.
Yes, on the Enterprise plan.
Yes. Data retention controls on Business and Enterprise delete closed tickets and attachments after the period you set.