Privacy Policy

1. Introduction

TicketForge ("we", "us", or "our") operates the TicketForge platform, including ticketforge.app and related services (the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service.

2. Information We Collect

Account Information

When you create an account, we collect your name, email address, and organization details. If you sign up through a third-party provider (e.g., Google, GitHub), we receive basic profile information from that provider.

Support Ticket Data

We process and store support tickets, messages, attachments, and related metadata submitted through the Service. This data belongs to your organization and is processed on your behalf.

Usage Data

We automatically collect information about how you interact with the Service, including pages visited, features used, browser type, IP address, and device information.

Cookies

We use essential cookies for authentication and session management. We do not use advertising or third-party tracking cookies.

3. How We Use Your Information

• Provide, maintain, and improve the Service
• Process and route support tickets
• Power AI-assisted triage and suggested responses
• Send transactional notifications (e.g., ticket updates, SLA alerts)
• Analyze usage patterns to improve performance and user experience
• Comply with legal obligations and enforce our terms

4. AI Processing

TicketForge uses artificial intelligence to categorize, prioritize, and suggest responses for support tickets. Ticket content may be sent to third-party AI providers (e.g., Anthropic) for processing. We do not use your data to train AI models. AI providers process data under strict data processing agreements and do not retain your content beyond the processing request.

5. Data Sharing

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

• Service providers — hosting (Railway), database (Supabase), email delivery, and AI processing providers that help us operate the Service
• Your organization — other members of your organization can access shared workspace data
• Legal requirements — when required by law, subpoena, or to protect our rights

6. Data Security

We implement industry-standard security measures including encryption in transit (TLS), encryption at rest, row-level security policies, and regular security reviews. However, no method of transmission over the Internet is 100% secure.

7. Data Retention

We retain your data for as long as your account is active or as needed to provide the Service. When you delete your account, we delete or anonymize your personal data within 30 days, except where retention is required by law or for legitimate business purposes (e.g., billing records).

8. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access, correct, or delete your personal data
• Export your data in a portable format
• Object to or restrict certain processing
• Withdraw consent where processing is based on consent

To exercise these rights, contact us at privacy@ticketforge.app.

9. International Transfers

Your data may be processed in countries other than your own. We ensure appropriate safeguards are in place for international data transfers, including standard contractual clauses where required.

10. Children's Privacy

The Service is not directed to individuals under 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected such data, please contact us.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of the Service after changes constitutes acceptance.

12. Contact

If you have questions about this Privacy Policy, contact us at:
privacy@ticketforge.app