Summary: HelpXdesk collects minimal personal data needed to provide our helpdesk service. We do not sell your data. You can request deletion at any time.
This Privacy Policy describes how HelpXdesk ("HelpXdesk", "we", "us", or "our") collects, uses, and shares information about you when you use our services at https://helpxdesk.in and related platforms (collectively, the "Service").
By using the Service, you agree to the collection and use of information in accordance with this policy. If you do not agree, please discontinue use of the Service.
1.1 Information You Provide
- Account data: Name, email address, and password when you register.
- Support tickets: Content, attachments, and metadata of tickets you submit.
- Communications: Messages sent via live chat or email to our support team.
- Profile data: Optional profile picture and notification preferences.
1.2 Information Collected Automatically
- Log data: IP address, browser type, pages visited, timestamps, and referring URLs.
- Device data: Device type, operating system, and screen resolution.
- Cookies: Session tokens and preference cookies (see Section 7).
- Usage data: Features used, actions taken, and session duration.
1.3 Information from Third Parties
If you sign in using a third-party identity provider (e.g., Google, Microsoft), we receive your name and email address from that provider subject to their privacy policies.
We use the information we collect to:
- Provide, operate, and improve the Service.
- Create and manage your account.
- Route and respond to support tickets.
- Send transactional emails (ticket updates, password resets).
- Monitor for fraud, abuse, and security threats.
- Comply with legal obligations.
- Generate anonymised, aggregated analytics about platform usage.
We will never use your data to send unsolicited marketing without explicit consent.
We do not sell, rent, or trade your personal information. We share data only in the following limited circumstances:
- Service providers: Trusted vendors (hosting, email, monitoring) who process data on our behalf under data processing agreements.
- Legal requirements: When required by law, court order, or government authority.
- Business transfers: In the event of a merger, acquisition, or asset sale, your data may be transferred. We will notify you before your information is subject to a different privacy policy.
- With your consent: Any other sharing requires your explicit prior consent.
4. Data Retention
We retain your personal data for as long as your account is active or as needed to provide the Service. Specifically:
- Account data: Retained until you delete your account.
- Ticket data: Retained for up to 5 years after ticket closure for audit purposes.
- Log data: Retained for up to 90 days.
- Deleted accounts: Data is permanently purged within 30 days of deletion request (except where legally required to retain).
5. Security
We implement industry-standard safeguards to protect your data, including:
- Encryption in transit (TLS 1.2+) and at rest (AES-256).
- Hashed password storage using bcrypt.
- Role-based access controls limiting staff access to personal data.
- Regular security audits and penetration testing.
- Automated monitoring for unusual access patterns.
No method of transmission over the internet is 100% secure. We encourage you to use a strong, unique password and enable two-factor authentication.
6. Your Rights
Depending on your location, you may have the following rights regarding your personal data:
- Access: Request a copy of the data we hold about you.
- Correction: Request correction of inaccurate data.
- Deletion: Request deletion of your personal data (right to be forgotten).
- Portability: Receive your data in a structured, machine-readable format.
- Restriction: Request restriction of processing in certain circumstances.
- Objection: Object to processing based on legitimate interests.
- Withdraw consent: Where processing is based on consent, withdraw it at any time.
To exercise any of these rights, contact us at privacy@helpxdesk.in. We will respond within 30 days.
7. Cookies
We use the following categories of cookies:
- Strictly necessary: Session authentication tokens required for the Service to function. These cannot be disabled.
- Functional: Remember your preferences (e.g., theme, notification settings).
- Analytics: Anonymised usage statistics to improve the product (opt-out available).
You can manage cookie preferences in your browser settings. Disabling strictly necessary cookies will prevent you from using the Service.
8. Third-Party Links
The Service may contain links to third-party websites. We are not responsible for the privacy practices of those sites. We encourage you to review their privacy policies before providing any information.
9. Children's Privacy
The Service is not directed to individuals under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will delete it promptly.
10. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by:
- Posting the updated policy on this page with a new "Last updated" date.
- Sending an email notification to registered users for significant changes.
Your continued use of the Service after changes take effect constitutes acceptance of the updated policy.
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact our Data Protection team:
We aim to respond to all enquiries within 5 business days.