Support TriagePrivacy policy
This page explains what personal data Support Triage collects, why it is allowed to hold it, who else receives it, how long it is kept, and what you can ask us to do with it. It describes this app as it is actually built. Last updated 16 September 2026.
Who is responsible
The controller is the team operating this deployment of Support Triage. For any privacy request or question, contact the team that gave you access to this app.
What we collect and why
We only collect what the ticketing service needs to work. There is no advertising, no analytics, no tracking scripts, and no marketing list.
| Data | Why we hold it | Lawful basis |
|---|---|---|
| Email address and password | To create your account, sign you in, and send the confirmation email. The password is stored only as a hash by our authentication provider; we never see it. | Contract: we cannot give you an account without it. |
| "Get in touch" answers (optional): team name, size, and use | If you sign up through "Get in touch", so our team can reply about your team's needs. They are kept with your sign-in until you confirm your email, then moved into the ticket your message becomes. | Steps you ask us to take before an agreement: they are optional, and you can ask us on the ticket to remove them. |
| Your role (customer, agent, or admin) | To decide which parts of the app you can use. | Contract. |
| Ticket subject, description, and comments | To let you report a problem and let support staff answer it. Anything you type here is stored, so please do not include more personal detail than the issue needs. | Contract: this is the service you asked for. |
| AI triage output about your ticket | When you submit a ticket, an AI model reads it and produces a summary, a suggested category, priority and team, a draft first reply, and flags such as escalation risk. These are suggestions shown only to staff; they never change your ticket or reply to you on their own. | Legitimate interest: routing tickets to the right person faster, with a human always making the decision. |
| Ticket history (status changes, assignments) | To keep an accurate record of what happened to each ticket. | Legitimate interest: an auditable support record. |
| IP address, and a pseudonymised form of the email entered | Used to limit how often someone can try to sign in or sign up, and how often a public status link can be loaded, to protect accounts and links from abuse. For this the email is kept only as a keyed hash that can't be turned back into the address without a secret held on our server. | Legitimate interest: security and abuse prevention. |
| Session cookie | One or more strictly-necessary session cookies keep you signed in. They are HTTP-only, secure, and not used for tracking. Because they are essential, no cookie banner is needed and there are no optional cookies to accept or reject. | Contract. |
Staff members additionally have private working notes and a private AI assistant chat. Those are the staff member's own data, visible only to them, and may contain customer context they paste in while working a ticket.
Who else receives your data
We do not sell or rent personal data. The following providers process it on our behalf so the app can run:
- Supabase hosts the database and the authentication service. Your account, tickets, comments, and AI triage output live there.
- Vercel hosts the application. Like any web host, it sees the requests your browser makes and keeps short-lived server logs.
- OpenRouter is the gateway we use for AI calls. The text of your ticket (subject and description) and, for staff, note text and assistant messages are sent through it to the model providers below. We request that OpenRouter route only to providers that do not retain or train on the data.
- Anthropic runs the language model that reads tickets and produces triage suggestions and assistant replies.
- OpenAI runs the embedding model that turns ticket and note text into numeric vectors so we can find similar or duplicate tickets and search staff notes.
When a new ticket is triaged, the subjects and AI summaries of up to five similar existing tickets are also included in the model request so it can spot duplicates. Those may be other customers' tickets or your own; ticket descriptions are never included, and the result is visible only to staff.
Support staff can create a public status link for a ticket. That link shows the ticket subject, its current status, and the AI-written summary to anyone who has the URL, without signing in. Links expire after 30 days and staff can revoke them earlier.
How long we keep it
- Your account, tickets, comments, ticket history, and AI triage output are kept for as long as your account exists, and are removed when you delete it. The app does not delete them automatically after a fixed period.
- Public share links expire 30 days after they are created.
- IP addresses and pseudonymised emails used for rate limiting are deleted about a day after they are recorded. The clean-up runs opportunistically, so the exact moment varies by a few requests.
- Staff notes and assistant chats are kept until the staff member deletes them.
Your rights and how to use them
If you are in the EU or the UK you have the right to access the data we hold about you, receive a copy in a machine-readable format, have it corrected, have it erased, restrict or object to how it is used, and complain to your data protection authority.
Both are self-service on your account page. "Download my data" gives you a JSON file of everything you can see in the app: your profile and your tickets with their comments, plus, for staff, ticket history, your notes, assistant chats and ticket actions. AI triage suggestions about your tickets are internal staff notes and are not in the file; ask the contact above if you want them.
"Delete my account" permanently removes your sign-in, your profile, your tickets and their comments, and your notes and chats. Replies you wrote on other people's tickets are kept without your name so the other party's record stays intact. Your sign-in identity is shared with another app run by the same team, so deleting it here deletes it there too. Anything else, including correction or objection, goes to the contact above and is answered within one month.
If something goes wrong
If we become aware of a breach that puts your personal data at risk, we will notify the relevant supervisory authority within 72 hours of becoming aware of it and, where the risk to you is high, tell you directly without undue delay.