Legal
Data Usage Policy
Last updated: 9 September 2026. This policy explains how Hookdesk uses workspace data to deliver the service.
Purpose of data use
Hookdesk uses workspace data solely to operate the support desk service: routing tickets, enabling collaboration, generating reports, sending notifications, and keeping the platform secure and available. Data is never used for unrelated commercial purposes.
AI reply assistant
The AI assistant drafts replies using the content of the current ticket, linked documentation, and past resolved tickets in the same workspace. AI processing is scoped to the workspace and does not train public models. Workspace admins can disable AI features at any time.
Analytics and reporting
Aggregated metrics such as ticket volume, response times, SLA attainment and CSAT are generated from workspace activity. These reports are only visible to users with permission inside the workspace and are not shared externally.
Email and notifications
We send transactional emails including ticket updates, password resets, invitations, and workspace alerts. Marketing emails are only sent with consent and can be unsubscribed from at any time.
Subprocessors
We rely on a small set of infrastructure and service providers for hosting, email delivery, authentication, payments and error monitoring. Each subprocessor is vetted for security and bound by data-processing terms.
Data location
Workspace data is stored in the region selected when the workspace is created. Backups and replicas remain within the same regional boundary unless the workspace explicitly requests a different configuration.
Retention and deletion
Ticket data, attachments and account records are retained according to workspace settings and the active subscription. Deleted tickets and removed attachments are permanently erased after a short grace period and are not recoverable.
Customer control
Workspace administrators control data use through roles, permissions, retention rules, AI toggles, and export or deletion tools. Customers can request a data export or ask questions about usage by contacting hello@hookdesk.ai.