Privacy Policy

Ticket PDF Studio 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 PDF Studio ("the app") is a Freshdesk app that exports tickets to PDF files, one at a time from the ticket sidebar or several at once from its bulk export page. This policy explains what data the app handles and where it goes.

1. Summary

• PDFs are built in the agent's browser and saved on the agent's own device. The app keeps no copy.
• 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 reads

To build a PDF, the app reads the following from your Freshdesk account, through the Freshworks platform and with the API key the admin enters:

• the ticket, its properties and custom fields, its replies and notes (private notes only when an admin turns them on) and its satisfaction ratings
• the names of the agents who wrote on the ticket, and the account's ticket fields, groups and roles
• the signed-in agent's own ticket access, so agents only export tickets they may open
• images attached to or inline in the messages, when images are turned on
• for bulk export, the tickets matching the filters the agent sets

This is used in the agent's browser to draw the PDF and is discarded when the page closes. Images are fetched by a Freshworks serverless function, running on the Freshworks platform, that accepts only Freshdesk attachment links and passes the bytes straight back without storing or logging them.

3. What the app stores and writes

In the app's own storage, inside your Freshworks account:

• the PDF settings: template, paper, language, colours, header, footer, file name and content options
• the logo and icon an admin uploads, resized
• the Freshdesk ids of the agents an admin allows to bulk export
• while a bulk export runs, the running agent's id and name, so a second export can say who is busy. This record expires by itself.

If an admin turns on the export note, the app adds a private note to the ticket after each download, saying who exported it, when and with which template. Private notes are visible to agents, not to requesters.

4. The PDF files

The PDFs are downloaded to the agent's device. Once downloaded, they are under your control and your own policies. The Formal template prints a SHA-256 fingerprint of the exported content so a copy can be checked later; it is computed in the browser and not sent anywhere. Your organisation is responsible for how exported files are kept and shared.

5. Installation settings

The admin enters a helpdesk domain and an admin'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.

6. Cookies and third parties

The app sets no cookies, uses no analytics, and does no tracking.

The app loads open-source PDF libraries (pdfmake, pdf-lib and pdf.js) and Crayons, Freshworks' own component library, at fixed versions from the jsDelivr CDN, each checked against a fixed hash. 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

Uninstalling the app deletes its settings, logo and icon. PDFs already downloaded and export notes already added to tickets are not affected; 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. Red Lotus receives no data from the app, and what the app stores 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").