TicketThis privacy notice

Last updated 23 October 2026. This notice describes the data handled by this edition of TicketThis.

Who operates the service

TicketThis is provided by Innova Apps. Your organization controls who can use its isolated desk and which agents receive requests. Contact support@innovaapps.ai for privacy questions or to identify the operator of your deployment.

Data we process

We process the Google Chat user identifier and display name supplied with an interaction, the organization identifier when supplied, selected message text or text you enter, ticket priority and status, assignments, replies, internal notes, timestamps and source space/thread/message identifiers. Delivery records contain the notification content, destination and provider outcome. We do not copy message attachments or read your entire Chat history.

Purpose and sharing

This information provides request creation, assignment, replies, response tracking, access control and exports. Configured support agents can access the organization's tickets. Requesters can access their own tickets and public replies. Agent notifications are sent to the organization's configured agent space; that space must contain only authorized support personnel.

Google Chat receives notifications needed to provide these features. Hosting infrastructure processes stored service data. Support access to specific content is limited to your explicit permission, security investigation or legal necessity. We do not sell this data, use it for advertising or send it to AI models.

Permissions

The service authenticates as the Chat app using https://www.googleapis.com/auth/chat.bot to send messages, check its own delivery results and find an existing personal conversation with the app. It does not request mailbox, Drive, Directory or organization-wide message-reading permission. Browser sign-in uses a private one-use link from your personal Chat; it does not store your Google password or Google user access token.

Storage and retention

Service data is stored in a persistent SQLite database on a Google Cloud virtual machine in europe-west1. Ticket records, notes, history, registered user identities and delivery records remain until an authorized administrator or operator deletes them. A completed deletion removes the active record immediately. There is no automatic ticket-retention deadline in this edition. Sign-in links expire after five minutes and browser sessions after seven days. Expired session and link records are removed by periodic maintenance while the service is running.

Session and sign-in-link secrets are stored as hashes. The service uses HTTPS and access-controlled storage. A local database backup is scheduled daily at 01:15 UTC on the same data disk. Disk snapshots are scheduled daily at 02:00 UTC with seven-day retention.

Deleted records can remain in backups until database backups are replaced and snapshots rotate out. Failed backup replacement can extend retention of older data, so backup erasure is not immediate or guaranteed within seven days. Exported CSV files and messages already in Chat are managed separately.

Your choices

Share only the information needed to resolve your request. Sign out of the browser desk when finished. Ask your administrator or support@innovaapps.ai for access, correction, export, offboarding or deletion. We verify the requester's authority before applying changes. Removing the app does not automatically erase existing tickets.

Google API data

TicketThis's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements, and the Google Workspace user data and developer policy.