Privacy Policy
How Boridesk collects, uses, and protects data, both for the agencies running their support desk on the platform, and the end customers those agencies support.
1. Who this applies to
This policy applies to Boridesk (boridesk.com) ("Boridesk," "we," "us"). It covers two kinds of people: agencies who sign up to run their support desk on Boridesk ("you," "your team"), and the end customers those agencies support, whose emails and messages pass through the platform on your team's behalf.
2. What we collect
- Account & tenant data
- Your name, email, password (hashed, never stored in plain text), agency name, and plan.
- Ticket & message content
- Subject lines, message bodies, and sender/recipient addresses for every ticket handled on the platform.
- Customer emails ingested via your support inbox
- When a customer emails your agency's Boridesk address, we receive and store that email to create or update a ticket.
- Ticket attachments
- Files agents or customers attach to a ticket (screenshots, documents, and similar), stored in a private bucket and only ever accessed through short-lived signed links.
- Live chat conversations
- If your agency adds Boridesk live chat to a client’s website, a visitor who starts a chat gives their name and, if they choose, their email, and their messages become a ticket like any email. To let them carry on the same conversation across pages and later visits, their browser keeps a random chat code (and the name and email they typed) in local storage on that device; Boridesk stores only a scrambled (hashed) copy of the code, never the code itself. While the chat window is open, agents can see that the visitor is on the site and when they’re typing; we keep only the time they were last connected.
- Time logged on tickets
- Minutes agents log against tickets, with an optional note, and the hourly rate your agency sets for a client, used for your client reports and timesheets.
- Order details from a connected store
- If your agency connects a client’s online store, the customer’s recent orders (order number, items, totals, delivery status and tracking) are looked up live from that store when an agent opens a ticket. They are shown to your team and not saved in Boridesk. The store’s access key is stored encrypted and is read-only.
- Usage & log data
- Login timestamps, IP address, and basic request logs, kept for security and debugging.
3. How we use it
We use this data to operate the ticketing platform: routing tickets, threading replies, and powering real-time updates. We also use it to send transactional email tied to tickets, such as agent replies reaching your customers, and to diagnose bugs and abuse, such as blocking mail loops that could otherwise flood an inbox.
We do not sell customer or ticket data, and we do not use ticket content to train models or for advertising.
5. Data retention
Ticket and message data is retained for as long as your agency's account is active. Deleting a client company from your dashboard deletes its tickets along with it. If you close your Boridesk account, an owner can schedule the deletion from Settings: everything is permanently removed after a 14-day window in which it can still be undone. You can also email us and we'll do it for you.
6. Your rights
Wherever you're based, you can request a copy of your data, correction of inaccurate data, or deletion of your data. Agency admins can export their data and delete an individual customer's data directly in Boridesk. For anything else, email legal@boridesk.com and we'll action the request, typically within 30 days.
8. Changes to this policy
We'll update the "last updated" date above whenever this policy changes. Material changes will be emailed to agency admins directly.