Terms of Service

These terms apply to your use of Ticket PDF Studio ("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 exports Freshdesk tickets to PDF files, one at a time from the ticket sidebar or up to 25 at a time from the bulk export page, with the template, branding and content an admin chooses. It reads your tickets and, only if an admin turns the option on, adds a private note to a ticket after it is exported. It does not change tickets in any other way.

2. Subscription and billing

The app is sold through the Freshworks Marketplace at the price shown on its listing, per agent per month, 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 the API key of an admin who can see every ticket, and you keep your account credentials secure.
• The app hides tickets an agent may not open and limits bulk export to the agents an admin allows, but these checks run in the agent's browser and are a convenience, not a security boundary. Your helpdesk's own permissions remain the control of reference.
• PDFs contain your customers' data. Once downloaded they are your files: you decide who receives them and how long they are kept, under the laws that apply to you.
• 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: tickets are read through the Freshworks platform, PDFs are built in the agent's browser, the app's settings stay in your Freshworks account, and nothing is sent to us or to third parties.

5. Limits and figures

A PDF embeds at most 40 images; larger or unreadable images are replaced by a placeholder with the file name. Bulk export handles up to 25 tickets per run, one run per account at a time, and lists up to 300 search results. Exports use your Freshdesk API rate limit and slow down to stay within it. The Formal template's SHA-256 fingerprint shows whether a copy matches what was exported; it is not an electronic signature or a timestamp from a trusted authority. SLA, status and other values are your helpdesk's data at the moment of export.

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; PDFs already downloaded and export notes already added stay where they are. 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