Privacy Policy

1. Information We Collect

We collect information needed to operate our multi-channel helpdesk and support ticketing service:

• Account Details: Name, business email, workspace name, and role permissions.
• Ticket Data: Customer inquiries, conversation threads, resolution notes, attachments, and customer ratings.
• Technical Records: IP addresses, browser types, and timestamped audit logs for security.

2. How We Use Your Information

• Providing, operating, and maintaining our support ticketing platform.
• Routing tickets to authorized team members and enforcing SLA rules.
• Sending vital service notifications regarding ticket updates, security, and subscription status.
• Defending against abuse, spam, and unauthorized platform access.

3. Data Storage & Cryptographic Security

All user passwords and OAuth credentials are encrypted at rest using industry-standard AES-256 encryption. All network communication between your browser and our servers occurs via TLS 1.3 encryption. Webhooks are cryptographically authenticated using native digital signatures.

4. Integration Data

When you install Vortisk Helpdesk, we receive your sub-account identifier and authorized profile to automatically provision your workspace. This data is utilized solely to administer your workspace and is never disclosed to unauthorized third parties.

5. Data Sharing

We never sell, trade, or monetize your customer data or inquiries. We share data only under the following limited conditions:

• With your explicit consent or direction.
• To comply with legally valid subpoenas, court orders, or regulations.
• With trusted cloud infrastructure providers bound by strict confidentiality and data protection agreements.

6. Cookies & Session Tokens

We use essential session tokens and CSRF verification cookies strictly necessary for authentication and secure platform operation. We do not use third-party behavioral advertising cookies.

7. Your Privacy Rights

Depending on your jurisdiction (such as GDPR or CCPA), you have the right to:

• Access and obtain an export of your personal information.
• Request correction of inaccurate or incomplete records.
• Request the permanent deletion of your workspace data.

8. Data Retention

We retain your workspace information and ticket conversations as long as your account remains active. If a workspace is suspended or uninstalled, data is held for a 30-day grace period before being permanently purged from our primary database.

9. Changes to This Policy

We may update this policy periodically to reflect operational improvements or regulatory compliance. Significant updates will be communicated via in-app banner or email notice.

10. Contact Us

If you have inquiries regarding this Privacy Policy or your data protection rights, please reach our team at support@vortisk.com.