SLA & Change Analytics privacy
Product-specific data handling for FS2 SLA & Change Analytics, last updated 23 October 2026. This supplements the website privacy policy. Public installation and purchase are unavailable.
Hosting and data flow
Freshworks hosts the application and its serverless functions and key-value storage. The app has no external reporting backend, telemetry integration or contact-directory request. API requests target the configured Freshservice subdomain. Freshworks platform processing and retention are separate from app storage.
Personal fields and browser access
Upstream ticket and change API responses can contain personal fields. The server report functions project an allowlist that drops names, email addresses, subjects, descriptions, contact fields and arbitrary custom field values from dashboard payloads. Configured change values become Successful, Failed or Unknown categories.
This report filtering does not cover every access path. The installation page invokes verifyCredentials from the browser, and the request can return a raw sample ticket response to that settings browser even though the page only checks success. The manifest also declares request templates that can be browser-callable. Do not assume that all raw data stays server-side or that the app never processes personal information.
Operational report fields
Dashboard and exports contain ticket/change IDs, status and group IDs where applicable, timestamps, SLA metrics, outcome categories and pseudonymous agent labels. Agent labels derive from responder IDs using a fixed hash input. These labels and operational IDs may remain linkable and are not a promise of legal anonymization.
Credentials and authorization
An administrator enters the subdomain and API key in the settings browser; verification passes them as request-template context. The key is marked as a secure Freshworks installation parameter when saved and is used for API authorization. All viewers share its access scope. Restrict visibility to authorized reporting users and rotate the key through Freshservice when needed.
Storage, retention and deletion
Report data stays in memory for the page session. Saving a view stores only configuration in browser local storage, including date range, duration settings and outcome mapping. Clear site data to remove saved preferences.
Minimal ticket status events are stored under ticket IDs in Freshworks key-value storage: status ID, timestamp and a truncation indicator, at most 120 events retained for 90 days per ticket, with a 90-day storage TTL. History is prospective and can be incomplete. Deleted-ticket history expires through TTL; immediate deletion on ticket removal is not implemented.
Uninstalling does not remove downloaded files or necessarily clear browser preferences. Freshworks controls platform uninstall/storage lifecycle and logs; immediate platform erasure is not verified or promised here.
Exports and support
CSV and SpreadsheetML .xls files are created in your browser and saved to your device. They contain operational IDs and metrics. Protect, share, retain and delete them under your organization's policies. The app keeps no report archive.
Email you choose to send to support leaves Freshworks and is covered by the website privacy policy. Send a sanitized description only, without raw API responses, exports, customer data, passwords or keys.