Privacy Policy

Ticket Splitter 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 Splitter ("the app") is a Freshdesk app that turns messages of a ticket into a new ticket and closes tickets with a recorded reason. This policy explains what data the app handles and where it goes.

1. Summary

• The app works only with your own Freshdesk account: everything it reads comes from it, and everything it creates is written back to it.
• Nothing is sent to Red Lotus or to any other third party. The app has no servers and no database of its own, keeps no copy of your data and does not sell data.
• The app sets no cookies and uses no analytics or error-reporting services.

2. What the app reads

When an agent opens a ticket or splits it, the app reads the following from your Freshdesk account, through the Freshworks platform and with the API key the admin enters:

• the open ticket, its properties, custom fields, tags, CCs and requester, and its replies and notes (including private notes, so the agent can choose which messages to copy)
• the account's groups with their members, and the agents' names
• the signed-in agent's ticket scope and groups, so a split only goes to groups and people that agent may assign
• the attachments of the messages an agent chooses to copy

This is used in the agent's browser to show the messages and build the new ticket, and is discarded when the page closes.

3. What the app writes

Only when an agent asks for it, the app writes to your Freshdesk account:

• a new ticket with the chosen messages, requester, subject, group, assignee and the properties the agent chose to copy, and the tag from the app settings
• the attachments of the chosen messages, copied to the new ticket
• a private note on both tickets linking one to the other and listing what was copied
• when an agent closes a ticket with a reason: the reason, as a private note or as a reply to the requester (the agent chooses), and the ticket's new status

A private note that an agent chooses to split becomes part of the new ticket's description, which the requester can see. The app warns the agent before this happens.

4. Copying attachments

Attachments are copied by a Freshworks serverless function, running on the Freshworks platform. It is given ticket, message and attachment ids only, downloads the file from Freshdesk's own attachment storage, and uploads it to the new ticket in the same account. It does not store the file. If a copy fails, it logs a short error message in the Freshworks platform's logs, without ticket or file content.

5. Installation settings

The admin enters a helpdesk domain, an admin's API key, a tag for split tickets and the status for closed tickets. 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 Crayons, Freshworks' own component library, at a fixed version from the jsDelivr CDN, 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

The app keeps no data of its own, so there is nothing for it to delete. Tickets, notes, replies and attachments it created are your helpdesk's data: uninstalling the app leaves them in place, and they can be edited or deleted like any others.

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 everything 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").