Privacy Policy

Ticket Linking 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 Linking ("the app") is a ticket-sidebar app for Freshdesk and Freshservice that lets agents link related tickets, say how they relate, and see the tickets around an incident as a map. This policy explains what data the app handles and where it goes.

1. Summary

• Links are saved on your own tickets, in a ticket field called "Ticket links", as ticket numbers and a link type. If you leave the option on, the app also adds a private note to both tickets.
• Nothing is sent to Red Lotus or to any other third party. The app has no servers and no database 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 writes

The app writes to your Freshdesk or Freshservice account through the Freshworks platform, with the API key the admin enters:

• the Ticket links field of the two tickets being linked or unlinked. It holds only ticket numbers grouped by link type, for example rel:12,40 blocks:7.
• if "Log links on the tickets" is on, a private note on both tickets saying which ticket was linked or unlinked, the link type, and the name of the agent who did it. Private notes are visible to agents, not to requesters.
• on Freshdesk, the first time a link is made with an admin's API key, the "Ticket links" ticket field itself. It is hidden from customers.

These are ordinary ticket data in your helpdesk, kept and protected by Freshworks like the rest of the ticket.

3. What the app reads

To show links and draw the map, the app reads the following from your helpdesk:

• the linked tickets' number, subject, status, priority, group, agent, workspace, SLA due dates and first-response and resolution times
• the subjects of the 100 most recently updated tickets, when an agent searches by words
• the signed-in agent's ticket access (scope, roles and groups), so agents only see tickets they may open
• on Freshservice, workspace names, when a linked ticket is in another workspace

This is shown in the agent's browser and is not stored by the app.

4. Exports

The CSV, PNG and PDF exports are made in the agent's browser and saved to the agent's own device, or copied to their clipboard. They contain the ticket numbers, subjects, statuses, priorities and SLA state shown in the map. Nothing is uploaded. Your organisation is responsible for how exported files are kept and shared.

5. Installation settings

The admin enters a helpdesk domain, an agent's API key, and whether to log links as notes. 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.

6. Cookies, browser storage and third parties

The app sets no cookies, uses no analytics, and does no tracking. It remembers one display preference, whether the map is drawn left to right or top to bottom, in the agent's browser storage.

The app's interface uses Crayons, Freshworks' own component library, loaded at a fixed version from the jsDelivr CDN. As with any web request, jsDelivr receives the agent's IP address and browser details when it serves those files. No ticket data is sent to it.

7. Retention and deletion

Links and notes are part of your tickets, so they stay for as long as the tickets do, including after the app is uninstalled. To remove a link, remove it in the app or clear it from the ticket's Ticket links field. To remove all of them, delete the Ticket links field in your helpdesk's admin settings. Notes can be deleted like any other note.

8. Data transfers

Ticket 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 data the app writes is held in your Freshworks account, so the account owner controls it; 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., info@redlotus.com.br, or the contact form (subject "Privacy" or "LGPD").