Privacy Policy

Peek is published by Red Lotus Tecnologia da Informação Ltda. (CNPJ 49.623.066/0001-27), R. Padre Adelino, 570, sala 804, Quarta Parada, São Paulo, SP, 03303-000, Brazil ("Red Lotus", "we"). For the processing described here, Red Lotus acts under Brazil's General Data Protection Law (LGPD, Law No. 13,709/2018).

Peek is a ticket-sidebar app for Freshdesk and Freshservice that previews ticket attachments. This policy explains what data the app handles and where it goes.

1. Summary

• Peek does not collect, store or sell your data. It has no database and no servers of its own.
• Attachments are shown in the agent's browser. They are never sent to Red Lotus.
• The only data that leaves Freshworks is anonymous error reports when the app hits a bug, sent to Sentry (United States) and scrubbed of personal and ticket data first.

2. What the app reads

To list and preview attachments, Peek reads the following from your Freshdesk or Freshservice account, through the Freshworks platform and with the API key the admin enters:

• the current ticket, its replies and notes, and (on Freshservice) its service-request items
• the names, sizes, types and download links of their attachments
• the attachment files themselves, when an agent opens or downloads one

This data is displayed in the agent's browser and is discarded when the viewer closes. None of it is stored by Peek.

On Freshdesk, files that must be parsed (such as PDFs and Office documents) are fetched through a Freshworks serverless function running on the Freshworks platform. The function passes the bytes straight to the agent's browser and does not store or log them.

3. Installation settings

The admin enters a helpdesk domain and an agent's API key. Freshworks stores them; the API key is a secure parameter, encrypted by Freshworks and used only on Freshworks' servers. It never reaches agents' browsers, and Red Lotus never sees it.

4. Error reports

When Peek hits a programming error, it sends a report to Sentry (Functional Software, Inc., United States) so we can fix it. Reports go through the Freshworks platform, so Sentry sees the Freshworks server, not the agent's IP address or browser.

A report contains only:

• the type of error and its message, with URLs, email addresses, quoted text and any number of 3 or more digits removed
• the stack trace, keeping only Peek's own script names
• the kind of file being viewed (e.g. "pdf") and a size range (e.g. "<1MB")
• the product (Freshdesk or Freshservice) and the part of the app (sidebar or viewer)

A report never contains file names, file contents, links, ticket numbers or text, customer or agent names, email addresses, or IP addresses. Expected problems (an expired link, a damaged file, a network error) are not reported. At most 10 reports are sent per page load. Sentry keeps reports for 90 days, then deletes them.

5. Third-party code

Peek loads open-source viewers (pdf.js, SheetJS, docx-preview, JSZip, fflate, libheif) and the Freshworks Crayons UI library from public CDNs (jsDelivr, cdn.sheetjs.com). Each file is pinned to a version and checked against a fixed hash. Only the library file is requested; no ticket or account data is sent to the CDNs. As with any web request, the CDN sees the agent's IP address and browser.

6. Cookies and tracking

Peek sets no cookies, uses no analytics, and does no tracking.

7. Data transfers

Error reports are processed in the United States by Sentry, under the safeguards of LGPD Art. 33 (Sentry's standard contractual terms). Everything else stays within the Freshworks platform and the agent's browser.

8. Your rights

Under the LGPD (Art. 18) and similar laws you may ask us to confirm, access, correct or delete personal data we process. Because Peek stores no personal data and error reports carry none, there is normally nothing for us to access, correct or delete, but you can still write to us. For data held in your Freshworks account, see Freshworks' privacy policy. Uninstalling Peek stops all processing immediately.

9. Changes

We will post changes here and update the effective date. Material changes will be noted in the app's Marketplace listing.

10. Contact

Red Lotus Tecnologia da Informação Ltda., leandro.meili@redlotus.com.br, or the contact form (subject "Privacy" or "LGPD").