Privacy Policy

1. Who we are

Hookdesk is a product operated by Rise By Digital Limited (company number 15320423), a company registered in England and Wales.

Registered office: Barrington House, Leake Road, Costock, Leicestershire, LE12 6XA, United Kingdom
VAT number: GB461836674

Contact for privacy matters:
privacy@hookdesk.ai
or info@risebydigital.com
Phone: 01509 357412

We are the data controller for personal data about our customers and users (account holders, team members and billing contacts).

We act as a data processor for the content of tickets, emails, portal submissions, attachments and related data that you upload or that is captured through the Service (“Customer Data”). You are the controller of that Customer Data and you instruct us to process it on your behalf.

2. What this policy covers

This policy explains how we collect, use, share and protect personal data when you use Hookdesk (the “Service”), including the shared inbox, ticketing, capacity planning, client portal, AI assist features and integrations.

It covers:

• Data about you as a Hookdesk account holder or user
• Data about your end-clients, contacts or other individuals that appears in tickets, emails, portal requests or attachments (Customer Data)

We process Customer Data only on your documented instructions as your processor. The Data Processing Agreement forms part of our terms with you.

3. Data we collect

Account and user data (we are controller)

• Name, email address, company name, job title or role
• Login credentials or single sign-on identifiers (Google or Microsoft)
• Billing and payment details (processed by our payment provider; we do not store full card numbers)
• Usage data: logins, feature use, device and browser information, IP address and approximate location
• Communications with us (support requests about the Service, feedback)
• Preferences, settings and audit log entries (retention depends on your plan)

Customer Data (we are processor)

• Email content, headers and attachments captured from connected mailboxes (Gmail, Outlook and similar)
• Ticket titles, descriptions, comments, priorities, status, SLA data and macros applied
• Client portal submissions: names, email addresses, request details, approvals and uploaded files
• Calendar and availability data from connected calendars for capacity planning
• Data synced to or from integrations you connect (for example Asana, Everhour, Slack) only as you configure
• Content sent to AI features: ticket text, summaries you request and draft prompts, processed solely to generate suggestions that you review

We do not intentionally collect special category data. If your tickets contain it, you are responsible for having a lawful basis and for informing the relevant individuals.

4. How we use data and legal bases

Account data

• To provide and administer the Service, process payments and communicate about your account (performance of contract)
• To improve the Service, carry out analytics and maintain security (legitimate interests)
• To send service-related notices and, where required, product updates (legitimate interests or consent)
• To comply with legal obligations

Customer Data

• Solely to provide the Service features you use (ticketing, planning, portal, AI assist, integrations) on your instructions
• For security, backup and technical support
• As required by law

AI features. Ticket content and related text may be sent to our AI subprocessor(s) to generate drafts, summaries or triage suggestions. You must review and confirm any output before it is used or sent. We do not permit Customer Data to be used to train the underlying models of our AI providers.

5. Sharing and subprocessors

We do not sell personal data.

We share data with:

• Subprocessors who help us run the Service (hosting, AI providers, email delivery, payment processing and support tools). A current list is available on request or will be published at hookdesk.ai/subprocessors. We require them to protect data and process it only on our instructions.
• Integrations you connect - data flows only as you authorise and configure.
• Professional advisers or authorities if we are legally required to do so.
• A buyer or successor in the event of a business sale (with appropriate safeguards).

International transfers. We primarily process data in the UK and EEA. Where data is transferred outside the UK, we use appropriate safeguards such as the UK International Data Transfer Agreement or Standard Contractual Clauses.

6. Retention

• Account data is kept for the life of your account and for a limited period afterwards (typically up to 12 months) to allow for reactivation, support and legal compliance, then deleted or anonymised.
• Customer Data is retained until you delete it or close your account. After account closure we delete or anonymise Customer Data within 30 days, except for residual copies in backups that are rotated out of our systems.
• Audit logs are retained according to your plan (30 days on Solo, 180 days on Studio, 2 years on Ops).

7. Your rights

Under UK GDPR you have rights to:

• Access your personal data
• Correct inaccurate data
• Erase data in certain circumstances
• Restrict or object to processing
• Data portability
• Withdraw consent where processing is based on consent
• Lodge a complaint with the Information Commissioner’s Office (ICO)

To exercise these rights in relation to account data, contact privacy@hookdesk.ai. For Customer Data, please contact the organisation that controls it (usually your client or your own organisation). We will assist our customers with data subject requests relating to Customer Data as required by our Data Processing Agreement.

8. Security

We use appropriate technical and organisational measures, including encryption in transit and at rest, access controls, two-factor authentication options, audit logging and regular security reviews. No system is completely secure; you should also use strong passwords and enable 2FA.

9. Cookies

We use essential cookies to keep you signed in and maintain security. We may use optional analytics cookies with your consent. You can manage preferences through the cookie banner or your browser settings.

10. Changes to this policy

We may update this policy from time to time. We will post the new version on the website and, where changes are material, notify account holders by email.

11. Contact

Questions about this policy or our data practices:
privacy@hookdesk.ai

Rise By Digital Limited
Barrington House, Leake Road, Costock, Leicestershire, LE12 6XA
United Kingdom

End of Privacy Policy