Privacy Policy
1. Summary
PinPoint has no backend and no database of its own. It runs entirely inside your Freshdesk account and writes only to ticket fields that you created. The publisher of PinPoint cannot see your tickets, your coordinates, or your API key.
2. What PinPoint processes
| Data | Where it comes from | Where it goes | Why |
|---|---|---|---|
| Ticket id, subject, status, priority, type, tags, timestamps | Freshdesk API | Displayed in your browser only | To draw the map, the ticket list and the popups |
| Requester name or email | Freshdesk API | Displayed in your browser only | To label a ticket on the map |
| Latitude, longitude and, if configured, the resolved address | Typed or dropped by your agent | Written to the ticket custom fields you configured, inside your Freshdesk account | To store the ticket location |
| Address text an agent types, or coordinates of a dragged pin | Your agent | Sent to the geocoding host configured in the app settings (by default nominatim.openstreetmap.org) |
To convert an address into coordinates, and coordinates back into an address |
| Map tile requests (zoom level and tile coordinates) | Your browser | Sent to the tile provider configured in the app settings (by default tile.openstreetmap.org) |
To draw the map background |
| Freshdesk subdomain and API key | Your administrator, at install time | Stored encrypted by Freshworks; used only in server-side requests to your own Freshdesk account | To read and update tickets |
3. What PinPoint does not do
- It does not send your ticket content, requester details, subjects, notes or conversations to the publisher or to any third party.
- It does not store anything outside your Freshdesk account. There is no PinPoint server, database, log store or analytics service.
- It does not use cookies, tracking pixels, advertising identifiers or fingerprinting.
- It does not profile individuals, and it makes no automated decisions.
- The publisher receives no telemetry from the app.
4. Third-party services
PinPoint draws a map, which requires two external services. Both are configurable, so you can replace them with your own instances.
- Geocoding. By default the OpenStreetMap Nominatim service (nominatim.openstreetmap.org), governed by the OSMF privacy policy and the Nominatim usage policy. Only the address text your agent types, or the coordinates of the pin, are sent. No ticket id, requester or subject is included. These calls are made server-side by the Freshworks platform, so your agents' IP addresses are not exposed to the geocoder.
- Map tiles. By default
tile.openstreetmap.org, governed by the OSM tile usage policy. Tile requests are made by the browser, so the tile provider sees the agent's IP address, as it would for any embedded map. - JavaScript libraries. Leaflet and Leaflet.markercluster are loaded from the jsDelivr CDN with pinned Subresource Integrity hashes, so the browser refuses any modified file.
If your organisation cannot send address text to a public service, set Geocoding service host to your own Nominatim instance and Map tile URL template to your own tile server. PinPoint then talks to nothing outside your infrastructure.
5. Data retention
PinPoint retains nothing. The coordinates it writes are ordinary Freshdesk ticket field values and follow your Freshdesk retention and deletion policies. Removing a location with the Clear button empties those fields. Uninstalling PinPoint leaves the values in place; delete the ticket fields to remove them.
6. Location data and data subjects
The coordinates PinPoint stores usually describe a site: an address, a building, a piece of equipment. Where a site is a person's home, the coordinates are personal data of that person under the GDPR, the Brazilian LGPD and comparable laws. You are the controller for that data: decide whether storing it is lawful for your purpose, tell your requesters about it in your own privacy notice, and include the coordinate fields in your subject-access and erasure workflows. PinPoint is a tool inside your account and never becomes a controller of it.
7. Security
- The Freshdesk API key is declared as a
secureinstallation parameter. It is encrypted at rest by Freshworks, substituted into requests server-side, and is not readable from the app front-end. - Every outbound HTTP call is declared as a Freshworks request template in
config/requests.json; the app cannot call an arbitrary host at runtime. - All traffic uses HTTPS.
- Ticket text rendered inside map popups is HTML-escaped, so ticket content cannot inject scripts into the app.
8. Children's data
PinPoint is a business tool and is not directed at children.
9. Changes to this policy
Material changes will be published in the app's changelog and at this URL, with an updated effective date.
10. Contact
Questions, or a request about data handled by this app, go through the contact page.