Legal
Privacy Policy
Effective Date: October 3, 2026
1. Overview
TicketResolve AI ("we", "us", or "our") operates the website at ticketresolve.ai and the TR-AI Resolution Engine (collectively, the "Service"). This Privacy Policy explains what personal data we collect, why we collect it, how we use and protect it, and the rights you have over it. By using the Service you agree to the practices described in this policy. If you do not agree, please discontinue use of the Service.
2. Data We Collect
We collect account data (name, email, help-desk credentials, Slack webhook URL), support ticket data (ticket subjects, descriptions, agent replies, KB article text, resolution logs), usage and technical data (IP address, browser type, pages visited via Google Analytics 4, server logs retained 30 days), and communications you send via our contact form.
3. How We Use Your Data
We use your data to provide the Service (authentication, resolution engine, KB crawling, ticket ingestion), improve the Service using aggregate anonymised patterns (we do not use your ticket data to train shared models), send transactional emails (no marketing without opt-in), maintain security and fraud prevention, and comply with legal obligations.
4. Legal Basis for Processing (GDPR)
If you are in the EEA or UK, we process your data under: contract performance (Art. 6(1)(b)) to deliver the Service; legitimate interests (Art. 6(1)(f)) for analytics and security; consent (Art. 6(1)(a)) for non-essential cookies and marketing; and legal obligation (Art. 6(1)(c)) where required by law.
5. Third-Party Processors
We share data with sub-processors solely to operate the Service: Groq (LLM inference, USA), Hugging Face (embeddings, USA/EU), Google LLC GA4 (analytics, USA), GoDaddy/Airo (hosting and infrastructure, USA), Zendesk (help-desk API when connected, USA), and Intercom (help-desk API when connected, USA/EU). We do not sell your personal data to any third party.
6. Data Retention
Ticket data (ticket content, resolution logs, reply drafts, ticket-history embeddings and customer summaries) is retained for 24 months by default — configurable per account from 1 to 84 months — and then deleted automatically. Security audit logs are retained for 12 months. When you delete your account from the dashboard, its data (including ticket embeddings and KB chunks) is deleted immediately, and an individual customer's stored data can be erased on request at any time. Server logs are retained for 30 days. GA4 analytics data follows Google's default 14-month retention.
7. Your Rights
Depending on your jurisdiction you may have rights to: access, rectification, erasure, restriction, portability, objection, and withdrawal of consent. California residents (CCPA) may request disclosure of data categories, opt out of sale (we do not sell data), and request deletion. To exercise any right, email ghulam@ticketresolve.ai. We will respond within 30 days.
9. Security
We implement industry-standard technical and organisational measures including encryption in transit (TLS 1.2+), encrypted storage of credentials, and access controls. No method of transmission over the internet is 100% secure.
10. International Transfers
Your data may be transferred to and processed in countries outside your own, including the United States. Where required by law (e.g. GDPR), we rely on Standard Contractual Clauses (SCCs) or other approved transfer mechanisms.
11. Children's Privacy
The Service is not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will delete it promptly.
12. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on this page and updating the Effective Date above. Continued use of the Service after changes constitutes acceptance.
13. Contact Us
For privacy-related enquiries, data subject requests, or complaints, please contact: ghulam@ticketresolve.ai. If you are in the EEA and are not satisfied with our response, you have the right to lodge a complaint with your local data protection authority.