Privacy Policy

Ticket Lifecycle Timeline 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).

Ticket Lifecycle Timeline ("the app") is a ticket-sidebar app for Freshdesk and Freshservice that shows how a ticket moved through statuses, groups and agents, and how that compares with its SLA. This policy explains what data the app handles and where it goes.

1. Summary

• The app keeps a history of ticket changes (status, priority, group and agent, with times) inside your own Freshworks account. It uses IDs and timestamps, not names or message text.
• Nothing is sent to Red Lotus or to any other third party. The app has no servers of its own and does not sell data.
• The app sets no cookies and uses no analytics or error-reporting services.

2. What the app records

When a ticket is created or updated, a Freshworks serverless function in the app records the change in the app's data store. The data store is provided by Freshworks, lives inside your Freshworks account and belongs to this installation only. For each change it keeps:

• the ticket number and the type of change (created, status, priority, group or agent)
• the previous and new value, as Freshworks IDs (for example a status code or an agent ID)
• the ID and type (agent, requester or automation) of whoever made the change, and when it happened

When a ticket is assigned, the app also records an availability snapshot: the IDs of the agents in that group who were marked available at that moment, and the size of the group. On Freshservice, where the API doesn't expose availability, the snapshot is marked as unsupported instead.

The app records only changes made while it is installed. It does not store ticket subjects, descriptions, replies, notes, attachments, or customer or agent names and email addresses.

3. What the app reads

To draw the timeline, the app reads the following from your Freshdesk or Freshservice account, through the Freshworks platform and with the API key the admin enters:

• the ticket's dates and SLA due dates (first response and resolution)
• the names of agents and groups, and group membership, so the timeline shows names instead of IDs

Names are shown in the agent's browser and are not stored by the app. Durations, SLA results and reassignment counts are calculated each time the panel opens.

4. 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. The app only calls your own helpdesk's API, and only to read.

5. Logs

If recording a change fails, the serverless function writes a short technical message (such as an HTTP status) to the app's logs on the Freshworks platform, which Freshworks keeps under its own retention rules. These messages contain no ticket content.

6. Cookies and tracking

The app sets no cookies, uses no analytics, and does no tracking. It loads no scripts or fonts from third-party CDNs.

7. Retention and deletion

The history is kept for as long as the app is installed, so the timeline stays complete. When you uninstall the app, Freshworks removes the app's data store together with the installation. To remove data sooner, write to us.

8. Data transfers

All data stays within the Freshworks platform and the agent's browser. Red Lotus does not receive or transfer it. Where Freshworks hosts your account is set by your Freshworks agreement.

9. Your rights

Under the LGPD (Art. 18) and similar laws you may ask to confirm, access, correct or delete personal data. The IDs the app records are held in your Freshworks account on your behalf, so the account owner controls them; we will help with any request. For other data in your Freshworks account, see Freshworks' privacy policy. Uninstalling the app stops all processing immediately.

10. Changes

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

11. Contact

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