Ticket Archive for Freshservice privacy

Where the application runs

The application runs inside Freshservice on the Freshworks Developer Platform, in the browser of the agent who uses it. It has no server code of its own. Requests go from the browser through the Freshworks request proxy to your Freshservice API over HTTPS. Atesen Software does not operate a server or a database for it and never receives your data.

What it reads

The tickets you select, with their requester, fields, description, replies and notes (private notes only when your administrator allows them and the agent confirms), and their attachment files. To show names instead of IDs it also reads the lists of agents, groups, departments and workspaces and the ticket form fields. It reads nothing else and never changes a ticket.

What it creates

The archive files (PDF, ZIP, Excel, CSV and the summary) are created in the agent's browser and offered for download. They contain ticket content. Once saved they are under your control. While the page is open, the last two ZIP parts (at most 250 MB) stay in the tab's memory so they can be downloaded again; closing the tab discards them.

What it stores

In the Freshworks app data store of your installation, for an unfinished job: the job ID, its status, start and last-activity times, a random browser session ID, the agent ID, the archive file name (your subdomain and the date), the chosen options, the filter labels and date ranges, the tag filter, the selected ticket IDs, counters, the number, ticket count, size and SHA-256 of each ZIP part, and up to 100 skipped ticket IDs with a fixed reason. These keys expire after 30 days and are deleted when the job finishes or is discarded.

An archive log of the last 50 finished or discarded jobs: job ID, status, start and finish times, agent ID, filter labels, created date range, selected, archived and skipped counts, and each part's number, ticket count and SHA-256. The log is rewritten with a 400-day expiry each time a job is added; older entries drop off after 50.

A requester email filter is stored as "(an email address)", not the address. Other filter labels can contain agent names or email addresses and group, department, workspace or tag names. Ticket subjects, descriptions, conversations, notes and attachment files are never stored. There are no cookies, analytics or tracking.

Third parties

Two open-source libraries, pdfmake 0.3.11 and JSZip 3.10.2, are loaded from cdn.jsdelivr.net with fixed versions and Subresource Integrity checks. No ticket content is sent to the CDN, but loading the scripts makes ordinary web requests that show the CDN your IP address and browser details. Freshworks hosts the application, the request proxy and the data store under your agreement with Freshworks.

Credentials

The API key is entered on the installation settings page, checked against your Freshservice account and stored as a Freshworks secure installation parameter. The platform inserts it into request headers; it is never returned to the archive page and never stored by Atesen Software.

Deletion

Discarding or finishing a job deletes its keys. When the application is uninstalled, the Freshworks platform permanently deletes the application's data store. Downloaded archive files are under your control.

Support correspondence

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