Terms of Service

These terms apply to your use of Ticket Splitter ("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 adds a section to the Freshdesk ticket sidebar. It creates a new ticket from the messages an agent chooses (with their attachments), adds a private note linking the two tickets, and closes a ticket with a reason posted as a private note or a reply to the requester. It writes to your helpdesk only when an agent clicks to do so, and it never deletes tickets, messages or attachments.

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, and you keep your account credentials secure.
• The app offers each agent only the groups and people their ticket scope allows, but this rule runs in the app and is a convenience, not a security boundary. Your helpdesk's own permissions remain the control of reference.
• Agents decide what is copied and who receives it. A private note that is split becomes visible to the new ticket's requester, and a closing reason sent as a reply is emailed to the requester; the app warns before both, and you are responsible for what your agents send.
• 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 and written through the Freshworks platform in your own account, attachments are copied by a Freshworks serverless function, and nothing is sent to us or to third parties.

5. Limits

Messages are copied, not moved: the originals stay on the first ticket. A file over 20 MB is not copied and stays on the original ticket. Images pasted inside a message are copied as part of the message and are still served from the original ticket. Only the first 1,000 replies and notes of a ticket are listed. Splits use your Freshdesk API rate limit.

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; tickets, notes and replies it already created stay in your helpdesk. 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