Bulk Contact Update & Merge privacy

Where the application runs

The application runs inside Freshdesk on the Freshworks Developer Platform, in the browser of the agent using it. Its requests to Freshdesk go through Freshworks request templates. Atesen Software does not operate a server or a database for it and never receives your data.

What it reads

Your contacts as Freshdesk returns them in the contact list (names, email addresses, phone numbers, companies, job titles, language, time zone, custom fields and dates), and for the contacts you change tags or visibility for, or put in a merge review, the full contact record including tags and additional email addresses. It also reads your contact field definitions, company names and IDs, and the name and email address of the agent whose key is installed, to show the connection. Contacts are kept in the memory of the open tab only.

What it stores

In the Freshworks app data store of your installation, for each job of the last 30 days: the job summary (type, status, counts, the email address of the agent who ran it and the time), the planned changes (contact ID, the new values and the previous values of the changed fields only) and the results (contact ID, success or error, HTTP status and Freshdesk's error message). For a merge it also stores the IDs of the merged contacts and, for each of them, the name, email addresses, phone numbers, Twitter handle, external ID and company ID as they were before the merge, together with the time the backup was downloaded and its file name.

Jobs older than 30 days are deleted when the application is opened. Contact lists, filters and selections are not stored.

What it writes

Only after an agent has seen the preview and pressed Run: the fields shown in the preview, one contact at a time (Freshdesk's update contact endpoint). Only after the backup was downloaded and MERGE was typed: the merge requests shown in the review (Freshdesk's merge contacts endpoint). Undo writes the previous values back the same way.

Backup and log files

Backup files and change logs are created in your browser and saved to your computer. They are never uploaded anywhere by the application and are under your control.

Publisher switch

When it opens, the application reads a small settings file from atesensoftware.com that can turn writing off and show a notice, for example during an incident. The request is made by the Freshworks platform and contains no customer data. If the file cannot be read, the application works normally.

Credentials

The API key is stored as a Freshworks secure installation parameter and inserted into request headers by the platform; it never reaches the browser code, the data store or a log.

Deletion

Job records expire after 30 days. When the application is uninstalled, the Freshworks platform deletes its data store. Files you downloaded stay with you.

Support correspondence

If you email support, that message and anything you attach reaches an Atesen Software mailbox. Please do not send API keys or backup files; the change log of the job and a description of the problem are enough to investigate.