Terms of Service

These terms apply to your use of Ticket Linking ("the app"), a Freshworks Marketplace app 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", "us"). By installing the app you agree to them on behalf of your organisation ("you").

1. The service

The app lets agents link Freshdesk and Freshservice tickets with one of seven link types, keeps each link on both tickets, and shows the linked tickets as a list and as a map. To do this it writes to your tickets: it updates the "Ticket links" field of both tickets, can add a private note to each, and on Freshdesk creates that field the first time it is needed.

2. Subscription and billing

The app is sold through the Freshworks Marketplace at the price shown on its listing, with the free trial shown there. Freshworks handles billing, renewals, cancellations and refunds under the Marketplace terms. You can cancel by uninstalling the app.

3. Your responsibilities

• You provide an API key for an agent who is allowed to read and update tickets (an admin key on Freshdesk, so the app can create its field, or add the field yourself), and you keep your account credentials secure.
• The app hides tickets an agent may not open, but this check runs in the agent's browser and is a convenience, not a security boundary. Your helpdesk's own permissions remain the control of reference.
• Updating a ticket changes its "updated" time and can trigger your automations. You are responsible for reviewing automation rules that react to ticket updates.
• You won't use the app to break the law, or try to reverse-engineer, overload or interfere with it.

4. Data

Our Privacy Policy describes what the app handles. In short: links are kept on your own tickets, in your Freshworks account, and nothing is sent to us or to third parties.

5. Links and figures

The Ticket links field holds up to 255 characters, about 60 links with 3-digit ticket numbers or about 36 with 6-digit numbers; when a ticket is full, the app refuses the new link and asks you to remove one first. If two agents change the links of the same ticket at the same moment, one change may overwrite the other. The map shows up to three levels and 50 tickets. Statuses and SLA highlights come from your helpdesk's own data at the moment they are shown.

6. Support

Email info@redlotus.com.br or use our contact form. We aim to reply within 3 business days, or 5 for critical issues.

7. Warranty disclaimer

The app is provided "as is" and "as available", without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose and non-infringement, to the extent permitted by law.

8. Limitation of liability

To the extent permitted by law, we are not liable for indirect, incidental, special or consequential damages, or lost data, profits or revenue. Our total liability is limited to the amount you paid for the app in the 12 months before the claim.

9. Changes and termination

We may update these terms or the app, and will post changes on the listing. You may stop using the app at any time by uninstalling it; links and notes already written stay on your tickets. We may suspend access if you breach these terms.

10. Governing law

These terms are governed by the laws of Brazil. The courts of the city of São Paulo, SP, have exclusive jurisdiction, except where the law gives you the right to sue in your own courts.

11. Contact

Red Lotus Tecnologia da Informação Ltda., info@redlotus.com.br