Privacy Policy

Helpdesk is a support ticketing system operated by RingQ (https://helpdesk.guru). It is used by support staff to answer customer requests, through the Helpdesk web app and the Helpdesk mobile app for iOS and Android. This policy explains what information the apps handle, why, and the choices you have.

Who this applies to

• Staff who sign in to the web or mobile app with an account created for them by an administrator.
• Customers who contact support through a website form, live chat or email, and whose requests are handled in Helpdesk.

Information we collect

Staff accounts

• Name, work email address and profile photo, and the role and permissions assigned to the account.
• Sign-in details handled by our authentication provider, including sign-in method (email code, passkey or device biometrics) and the devices and sessions signed in to the account (device type, app or browser, approximate location and last activity).
• Content you create in the app: ticket replies, internal notes, team chat messages and reactions, saved replies, attachments and photos you choose to upload.
• Settings you save, such as notification choices, board filters and appearance.
• A push notification token for each device that has notifications turned on.

Customers

• Name, email address and any phone number or company details they provide.
• The content of their request or chat, attachments, and the history of replies and status changes on the ticket.
• Technical details sent with a request, such as the website it came from, browser type and IP address.

The mobile app asks for camera and photo library access only when you choose to attach or upload a picture, and for notification permission so it can alert you to new tickets and mentions. It does not track your location and does not show advertising.

How we use information

• To provide the service: receive, route, answer and report on support tickets, and let staff chat with each other.
• To keep accounts secure, including sign-in, session management and audit logs of important actions.
• To send notifications you ask for: push, email and in-app alerts, and the optional daily digest.
• To offer optional assistance features, such as drafting or polishing a reply. The ticket text needed for this is sent to an AI service only when a staff member asks for it.
• To maintain, troubleshoot and improve the service.

We do not sell personal information, and we do not use it for advertising.

Service providers

We use trusted providers to run the service. They process information only on our instructions and to deliver their service: authentication and session management (Clerk), hosting and file storage (Vercel), database hosting, background jobs and rate limiting, real-time updates, push notification delivery (Apple and Google), email delivery, payment processing where a refund is issued (Stripe), and AI text assistance. We share information with others only when the law requires it or to protect the service and its users.

Security

Data is encrypted in transit. Access is limited to authorised staff by role and permission, and important actions are written to an audit log. No system is completely secure, so please report anything suspicious to support@cal4care.com.

How long we keep information

Ticket and chat records are kept for as long as they are needed to provide support and meet legal and business record-keeping needs. When a staff account is removed, access ends immediately and personal profile details are deleted or anonymised, except where records must be kept for legal or security reasons.

Your choices and rights

• Turn push notifications and the daily digest on or off in the app at any time, and in your device settings.
• See where you are signed in and sign other devices out, under Devices in the mobile app or Where you're signed in on the web profile page.
• Ask to see, correct, export or delete your information, or to close your account. See Delete your account.
• Customers can ask the support team that handled their request to access or erase their ticket data.

Deleting your account and data

You can ask us to delete your account and the personal data tied to it at any time by emailing support@cal4care.com from the account's email address. We confirm the request and complete it within 30 days. Full details of what is deleted and what may be kept are on the account deletion page.

Children

Helpdesk is a business tool and is not directed at children. We do not knowingly collect information from children.

International transfers

Our providers may process information in other countries. Where required, we rely on appropriate safeguards for those transfers.

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed, and significant changes will be announced in the app.

Contact

Questions or requests about privacy: support@cal4care.com.