Privacy Policy

1. Who we are

HDdesk is an email helpdesk operated by Toadhut Technologies LLP, a limited liability partnership registered in India ("we", "us"). This policy explains what personal data we collect when you visit hddesk.com or use the HDdesk console at app.hddesk.com and the HDdesk API (together, the "Services"), how we use and protect it, and the choices you have.

2. Our role for different data

• Account data (the people who sign up and the agents they invite, billing details, website visits): we decide how this data is used and are responsible for it as the controller (a "data fiduciary" under India's Digital Personal Data Protection Act, 2023).
• Customer content (the emails, tickets, attachments, contacts and companies in a helpdesk account): the business that owns the HDdesk account ("Customer") decides why and how it is processed. We process it only on the Customer's instructions to provide the Services, as a processor, under our Data Processing Addendum. If you emailed a business that uses HDdesk and want to exercise your rights, please contact that business; we will help them respond.

3. Information we collect

3.1 Account information

• Your email address and name. We sign you in with one-time codes sent by email, or with Google sign-in; we have no passwords to store.
• If you sign in with Google, we receive your name, email address and profile picture from your Google account (the openid, email and profile scopes), and use them only to sign you in and show who you are in the console.
• Your role, the brands you can access, your signature, timezone, availability and notification settings.

3.2 Billing information

• Legal name, billing email, billing address and GSTIN, for invoices.
• Card, UPI and bank details are collected and processed by Razorpay. We do not receive or store them.

3.3 Customer content

• Email messages received and sent through the mailboxes a Customer connects: headers (such as From, To, CC, Subject, Date and Message-ID), bodies, attachments and inline images.
• Tickets and everything agents add to them: replies, private notes, fields, tags and custom fields.
• Contacts and companies: names, email addresses, phone numbers and notes, created automatically from incoming mail or added by agents.
• Brand settings such as logos, templates and signatures, and the automations, canned responses and other settings a Customer creates.

3.4 Mailbox connection data

• For Gmail and Microsoft mailboxes: OAuth access and refresh tokens, the mailbox address and sync state. For IMAP and SMTP mailboxes: server names, ports, usernames and passwords or app passwords. All of these are stored encrypted (see Security).

3.5 Information collected automatically

• IP address, browser and device type, and logs of requests and errors, to keep the Services secure and running.
• Cloudflare Turnstile checks sign-in requests for automated abuse and may process your IP address and browser signals to do so.
• hddesk.com does not use analytics or advertising trackers and sets no cookies.

4. Google user data (Gmail)

This section describes what HDdesk does with data it receives from Google APIs when a Customer connects a Gmail or Google Workspace mailbox. It applies in addition to the rest of this policy.

HDdesk's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

4.1 What we access

A Customer's administrator chooses to connect a mailbox and approves access on Google's consent screen. Depending on the connection mode they choose, HDdesk requests one of these:

• Send only (https://www.googleapis.com/auth/gmail.send): HDdesk sends the replies that the Customer's agents write in HDdesk from that Gmail address. With this mode HDdesk cannot read the mailbox; incoming mail reaches HDdesk because the Customer forwards it.
• Full sync (https://www.googleapis.com/auth/gmail.modify): HDdesk reads messages, including headers, bodies and attachments, in the inbox of the connected mailbox (or the labels the Customer selects) from the import window the Customer sets, and then new messages as they arrive, so that it can turn support emails into tickets and keep conversations threaded. HDdesk also sends agents' replies from that address, so they appear in Gmail's Sent folder and thread.

HDdesk only accesses the mailboxes a Customer explicitly connects for support. It does not access any other mailbox, your contacts, calendar or files.

4.2 How we use it

We use Gmail data only to provide and improve the user-facing features of HDdesk that the Customer uses: creating and threading tickets from support emails, showing them to the Customer's agents, sending the agents' replies, running the Customer's automations and notifications, and search and reports within the Customer's own account.

4.3 What we do not do

• We do not use Gmail data for advertising, including serving, targeting or measuring ads, retargeting, or personalised or interest-based advertising.
• We do not sell Gmail data, and do not use it to determine credit-worthiness or for lending.
• We do not use Gmail data to develop, improve or train artificial intelligence or machine learning models, whether generalised or for HDdesk.
• We do not transfer Gmail data to anyone except as necessary to provide or improve the user-facing features above (for example, storing it with our hosting and storage provider listed in section 8), to comply with applicable law, for security purposes such as investigating abuse, or as part of a merger, acquisition or sale of assets after obtaining your explicit prior consent.

4.4 Who can read it

The Customer's own agents see the support emails in their HDdesk account; that is the service. Our staff do not read Gmail data, except:

• with the affirmative agreement of the Customer for specific messages, for example when the Customer asks our support team to look into a ticket;
• when necessary for security purposes, such as investigating a bug or abuse;
• to comply with applicable law; or
• when the data has been aggregated and anonymised and is used for our internal operations.

4.5 Storage, disconnection and deletion

• OAuth tokens are encrypted at rest and can be decrypted only by the HDdesk service that syncs mail. They are never shown in the console or the API.
• Disconnecting or deleting a mailbox in HDdesk stops access immediately, deletes its tokens, and revokes them with Google. You can also remove HDdesk's access at any time at myaccount.google.com/permissions, or a Google Workspace administrator can do so in the Admin console.
• Messages already imported remain in the Customer's HDdesk account as tickets until the Customer deletes them, deletes the account, or they reach the Customer's retention setting (see Retention and deletion).

5. Microsoft user data (Outlook and Microsoft 365)

When a Customer connects an Outlook.com or Microsoft 365 mailbox, HDdesk uses Microsoft Graph with the permissions the Customer approves on Microsoft's consent screen. We handle this data under the same commitments as Gmail data in section 4.

• Send only (Mail.Send): HDdesk sends agents' replies from the mailbox; it cannot read the mailbox.
• Full sync (Mail.ReadWrite and Mail.Send): HDdesk reads messages in the inbox (or the folders the Customer selects) of the connected mailbox to create and thread tickets, and sends agents' replies so they appear in the mailbox's Sent Items.
• Both modes also request offline_access, so the connection keeps working without signing in again, and basic profile access (User.Read) to identify the connected mailbox. [To be confirmed against the final app registration.]

We use Microsoft mail data only to provide the user-facing features described in section 4.2. We do not use it for advertising, do not sell it, do not use it to train AI or machine learning models, and do not transfer it except as section 4.3 allows. Our staff do not read it except as section 4.4 allows.

Tokens are encrypted, and deleted when the mailbox is disconnected or deleted in HDdesk (Microsoft has no way for an app to revoke them itself). You can also remove access in your Microsoft account at account.live.com/consent/Manage, or a Microsoft 365 administrator can remove it in Microsoft Entra ID under Enterprise applications.

6. IMAP, SMTP and forwarded mail

• For IMAP and SMTP mailboxes, we store the connection details and password encrypted, read the folders the Customer selects, and send agents' replies through the Customer's SMTP server.
• For forwarded mailboxes, the Customer forwards mail to an address at hddesk.cc. That mail is received by Cloudflare Email Routing and passed to HDdesk.
• Until a brand has a mailbox that can send, customer-facing mail for that brand is sent from an HDdesk address at mail.hddesk.com through Cloudflare's email sending service, with Reply-To set to the brand's address.

7. How we use information

• To provide the Services: receiving and sending mail, running tickets, automations, SLAs, notifications, search, reports, the API and webhooks.
• To sign you in and keep accounts secure, and to detect and prevent fraud, spam and abuse.
• To process payments and issue GST invoices.
• To answer support requests and send service notices, such as sign-in codes, billing emails and changes to these policies.
• To fix problems and improve the Services, using logs, aggregated usage figures and anonymised data. We do not use the content of Customers' emails for this, except as section 4.4 allows.
• To comply with the law.

We do not sell personal data, and we do not use customer content for advertising or to train AI or machine learning models.

8. Sharing and sub-processors

We share personal data only with the service providers below, and only as needed for them to provide their service to us:

Google and Microsoft are not our sub-processors. When a Customer connects a Gmail or Microsoft mailbox, HDdesk reads and sends mail through that Customer's own account with its own mail provider, under the Customer's agreement with that provider. Replies also pass through the mail servers of the people they are addressed to, as with any email.

We may also disclose information when required by law, court order or a government authority, or to protect the rights, safety and security of our users and the Services. If we are involved in a merger, acquisition or sale of assets, personal data may be transferred under this policy, and for Google and Microsoft user data only with your explicit prior consent.

9. Retention and deletion

• While your account is active, we keep customer content until the Customer deletes it. Customers can set a retention period for attachments and raw email, after which we delete them automatically.
• Deleted tickets go to the trash, where they can be restored, until they are deleted permanently. [Trash retention period to be confirmed.]
• Deleting a contact deletes the contact and their tickets, for erasure requests.
• Disconnecting a mailbox deletes its tokens or password immediately and stops all access to it.
• Event history available through the API is kept for 30 days.
• After a trial ends without a plan being chosen, the account becomes read-only and its data is kept so that the Customer can subscribe or export it. [Period after which unused trial accounts are deleted to be confirmed.]
• When an account is deleted, we delete its customer content and account data within 30 days, and it is removed from our backups as they expire, within a further [30] days. [Backup retention to be confirmed.]
• Invoices and payment records are kept for as long as Indian tax law requires.
• Server logs are kept for up to [30] days unless needed to investigate a security incident.

10. Data export

The account owner can export the account's tickets, messages, contacts and companies as JSON or CSV at any time from the console, and all of this data is also available through the REST API. Please export anything you want to keep before deleting your account.

11. Security

• All connections to the Services use TLS.
• Mailbox passwords and OAuth tokens are encrypted at rest and can be decrypted only by the mail sync service, not by the web API that serves the console.
• API keys and session tokens are stored only as one-way hashes.
• Every account's data is kept separate, and every request is checked against the account and the brands the user can access.
• Attachments are served only after an access check, through short-lived signed links.
• Staff access to production systems is limited to the people who need it, and settings and security events are recorded in an audit log.

No method of transmission or storage is completely secure. If we become aware of a breach affecting your personal data, we will notify you and the relevant authorities as the law requires.

12. International transfers

We are based in India, and our service providers process data in India and other countries, including on Cloudflare's global network. Where the law requires it, we put appropriate safeguards in place for transfers, such as the European Commission's standard contractual clauses.

13. Your rights

Depending on where you are, including under India's Digital Personal Data Protection Act, 2023 and the EU and UK GDPR, you may have the right to access your personal data, correct it, delete it, receive it in a portable format, object to or restrict some processing, withdraw consent, and complain to a data protection authority.

To exercise these rights, email support@hddesk.com. If your data is in a helpdesk run by one of our Customers, please contact that business first; we will help them respond.

14. Cookies

hddesk.com sets no cookies. The console at app.hddesk.com uses a strictly necessary session cookie to keep you signed in. We do not use advertising or analytics cookies.

15. Children

The Services are for businesses and are not intended for anyone under 18. We do not knowingly collect personal data from children as users of the Services.

16. Changes to this policy

We may update this policy. We will post the new version here with a new "Last updated" date and, for material changes, tell account owners by email before the change takes effect. If a change affects how we use Google or Microsoft user data, we will ask for your consent where required.

17. Contact us

Grievance officer under the Digital Personal Data Protection Act: [name to be confirmed], support@hddesk.com.