1. What Information We Collect
To run a helpdesk that actually helps, we need a little information from you and your team. We keep this list short on purpose — we only collect what's needed to make TikitDesk work well for you.
If your customers submit tickets through TikitDesk, we also process the information they share in that ticket — solely on your organization's behalf, so your team can resolve it.
2. How We Use Your Data
Every piece of data we collect exists to make the product function — nothing more. Specifically, we use your information to:
- Run and improve the service — authenticate your login, sync tickets across your team, power search, and generate reports.
- Communicate with you — send service updates, security alerts, and respond when you contact our support team.
- Keep the platform secure — detect fraud, abuse, and unauthorized access attempts.
- Preferences Data — Local storage tokens to remember your theme preferences (Light/Dark mode).
- Meet our legal obligations — such as responding to lawful requests from regulators or tax authorities.
We will never sell your data to third parties. Not now, not ever — full stop.
We also do not use the content of your support tickets to train third-party AI models without your explicit consent.
3. Data Security
Security isn't a feature we bolted on — it's part of how TikitDesk is built. Here's what protects your data behind the scenes:
- 256-bit AES encryption for all data at rest, and TLS 1.2+ encryption for data in transit.
- Role-based access controls, so teammates only ever see the data relevant to their role.
- Regular independent penetration testing to identify and fix vulnerabilities before they become problems.
- SOC 2 Type II-aligned infrastructure — our systems and processes are architected against SOC 2 principles as we complete formal certification.
Your support data is encrypted both in transit and at rest — always, with no exceptions.
4. Your Rights
Your data belongs to you, not to us. At any time, you can ask us to:
- Access — request a copy of the personal data we hold about you.
- Correct — fix inaccurate or outdated details, right from your account settings.
- Delete — permanently remove your account and associated data from our systems.
- Export — download your data in a portable format, such as CSV or JSON.
- Object or restrict — opt out of non-essential emails or limit how we use your data.
To exercise any of these rights, just email support@tikitdesk.com. We aim to respond within 30 days, in line with GDPR and DPDP Act timelines.
5. GDPR & DPDP Act Compliance
TikitDesk is used by teams across the world, so we've designed our privacy practices to meet two of the most rigorous data protection frameworks in use today.
| Framework | What it means for you |
|---|---|
| GDPR EU / EEA users |
We process data only on a valid legal basis (contract, legitimate interest, or consent), use Standard Contractual Clauses for any cross-border transfers, and honor all data subject rights under Articles 15–22. |
| DPDP Act 2023 India users |
We recognize you as a Data Principal with rights to access, correct, and erase your data, provide clear notice at the point of collection, and maintain a Grievance Officer to handle your concerns. |
Grievance Redressal
In compliance with the DPDP Act 2023, regional data requests or privacy concerns are handled directly by our dedicated officer.
6. Data Retention
We keep your data only for as long as it's genuinely useful or legally required:
- While your account is active, we retain your data to keep the service running smoothly.
- After cancellation, we retain a copy for a limited period to support backups, dispute resolution, and legal obligations.
- Once that period ends, your data is permanently deleted or anonymized from our production systems.
Want your data removed sooner? You can request early deletion at any time — see Your Rights above.
7. Contact Us
If anything in this policy is unclear, or you'd simply like to talk to a human about how your data is handled, we're here for that.
- Privacy team: support@tikitdesk.com
- Response time: within 30 days for formal data requests, and much sooner for general questions.