Prepaid Hours privacy

Where the application runs

The application runs inside Freshdesk on the Freshworks Developer Platform: its pages run in your browser, and its event handlers run on Freshworks-hosted serverless infrastructure when a time entry is logged, changed or deleted and when the application is uninstalled. Atesen Software does not operate a server or a database for it.

What it reads

Time entries of the companies that have packages (agent, ticket, executed date, duration, billable flag and note), the company of a ticket, company names, your account's time zone and the list of your Freshdesk sending addresses. For statements it also reads agent names and ticket subjects. Every request goes to your own Freshdesk account through the platform's request templates.

What it stores

In the Freshworks app data store of your installation: package definitions (company ID and name, package name, hours, renewal, dates, time zone, order, alert levels, the agent email addresses to notify and, if you enter one, a customer email address); settings (default time zone, the chosen sending address, default alert addresses and the editors list); one usage copy per company with each package's totals for the current period, replaced at every recount and expiring after 30 days; and alert markers (package ID, period, level, ticket ID and time) that stop a level being sent twice and expire after 400 days.

Time entry notes, ticket subjects and agent names are not stored. Statements are built in your browser and saved only where you download them.

What it writes to Freshdesk

At an alert level it adds a private note to the ticket, which can notify the agent addresses you listed. If you turn it on for a package, it also sends one email per alert level to the customer address you entered, from the sending address chosen under Settings.

Deletion

Deleting a package removes it. When the application is uninstalled it deletes its package definitions, settings and usage copies; alert markers still present expire on their own within 400 days. Time entries, notes and emails in Freshdesk are never deleted by the application.

Credentials

Your API key is stored as a Freshworks secure installation parameter and inserted into request headers by the platform. It is not returned to the browser and not visible to Atesen Software.

Support correspondence

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