Legal
Privacy policy
TicketDM is a customer-support service operated by Questio, a company in the United Kingdom ("Questio", "we", "us"). This policy explains what personal data we handle and why. It is written to be read, so we keep it plain.
Our two roles
- Controller for account data. When a business signs up for TicketDM ("the customer"), we decide how the account data is used. This is the email addresses and settings of the people who run the account.
- Processor for visitor data. When a visitor chats through the widget on a customer's website, the customer decides why and how that conversation is handled. We process it on the customer's behalf and on their instructions, to deliver the service. The customer is the controller of that data.
If you are a visitor and want to know what a business does with your chat, ask that business. We will help them answer you.
What we collect
Account data (customers)
- Email address, used to sign you in with a magic link and to contact you about your account.
- Workspace settings, such as widget appearance, allowed sites, office hours and your connected Telegram group's id and title.
- Technical logs of sign-in and API activity, kept for security and debugging.
Visitor data (processed for customers)
- The messages and files a visitor sends, and the replies they receive.
- A random visitor id, so a returning visitor sees their conversation.
- Any name, email address or user id the visitor types in or the customer's site passes to the widget.
- The page address the chat started on, the browser and operating system, and an approximate location derived from the IP address, shown to the customer's agents on the ticket.
- The visitor's IP address, used for rate limiting and abuse prevention.
Agent data
When a customer's team replies in Telegram, we receive the message and the display name they chose with /me. Visitors see that display name only. They never see an agent's Telegram username, phone number or profile.
Why we use it
- To deliver messages between visitors and the customer's Telegram group, and to keep the conversation history.
- To send email, such as sign-in links and replies to visitors who have left the page.
- To keep the service secure, prevent abuse and fix problems.
- To run and improve the service, and to contact customers about it.
For account data, our legal bases are performing our contract with the customer and our legitimate interests in running a secure service. We do not sell personal data. We do not use visitor conversations to advertise or to build profiles, and we do not use them to train AI models.
Who else handles data
We use a small number of service providers to run TicketDM:
| Provider | Purpose | Where |
|---|---|---|
| Hetzner | Hosting and storage of the service and its data | Germany (EU) |
| Cloudflare | CDN, DNS and security for our website and API | Global network |
| Brevo | Transactional email (sign-in links, reply notifications) | EU |
| Telegram | Delivers messages to the customer's own Telegram group | Global |
Telegram is a special case. The customer chooses the Telegram group, and messages sent there are then also held by Telegram under Telegram's own terms and privacy policy. Anyone in that group can read the conversations in it, so customers should only add people they trust.
Where data is transferred outside the UK or the European Economic Area, we rely on adequacy decisions or standard contractual clauses, through our providers. We may share data if the law requires it. We will tell a customer first if we are allowed to.
Where data is stored
Messages and account data are stored on our servers in Germany (EU), to deliver them and keep history.
Cookies and local storage
- Dashboard. The dashboard uses one session cookie, so you stay signed in. It is needed for the service to work.
- Chat widget. The widget stores a random visitor id in the host website's localStorage, so a visitor's conversation is still there when they come back. It does not use cookies.
- Marketing site. This website does not set cookies. It uses self-hosted, cookie-free analytics (page views and referrers, no personal profiles) and no advertising trackers.
We use no tracking cookies. Customers should still describe the widget in their own privacy and cookie notices.
How long we keep data
- Conversation data is kept while the customer's account is active, so the customer has its history. A customer can delete individual conversations, visitors or the whole account.
- When an account is closed, we delete its data within 30 days. Backups are kept for a limited time and then overwritten, so deleted data drops out of backups as they roll over.
- Security and operational logs are kept for a short time and then removed.
Your rights
You can ask us to access, correct, export or delete your personal data, to restrict or object to how we use it, and to withdraw consent where we rely on it. To exercise these rights, email [email protected]. If your data is in a conversation on a customer's website, we may pass your request to that customer, because they decide how it is used.
If you are unhappy with how we handle your data, you can complain to the UK Information Commissioner's Office at ico.org.uk. We would like the chance to put it right first.
Security
Traffic to TicketDM is encrypted in transit. Access to our servers is limited. Messages are held to deliver the service, so please do not ask visitors to send passwords or payment card numbers in chat.
Children
TicketDM is built for businesses and is not aimed at children.
Data processing agreement
Customers who need a signed data processing agreement can email us and we will provide one.
Changes
If we change this policy in a way that matters, we will update the date at the top and tell customers by email.
Contact
Questio, United Kingdom
Email: [email protected]