Renewal Tickets privacy

Where the application runs

The application runs inside Freshservice or Freshdesk on the Freshworks Developer Platform: its admin page runs in your browser, and its scans run on Freshworks-hosted serverless infrastructure. Atesen Software does not operate a server or a database for it.

What it reads

Freshservice: contracts (name, number, dates, status, type, vendor, cost, auto-renew and renewal link), contract types, vendor names, the assets associated with a contract when it creates a change, groups and agent names. Freshdesk: companies and contacts with the date fields you chose, the list of company and contact fields, groups and agent names. Every request goes to your own account through the platform's request templates.

What it stores

In the Freshworks app data store of your installation: your settings (thresholds, time zone, filters, template, and the group, agent and requester you chose); one marker per created ticket (a short hash, the source, record ID, threshold, end date and ticket number), kept while the application is installed so that a ticket is never created twice; the latest run log and run summary (record IDs, thresholds, dates, ticket numbers and result codes, no names), which expire after 30 days; and the position and lock of a scan in progress, kept at most 36 hours.

Contract names, vendor names, amounts and company or contact names are used only to fill the ticket you asked for and are not written to the data store.

What it writes

Tickets in Freshdesk, and incidents or changes in Freshservice, created from your template and tagged renewal-tickets. It does not change or delete contracts, companies, contacts or existing tickets.

Deletion

When the application is uninstalled it removes its daily scan and any pending continuation. Its data store belongs to your installation on the Freshworks platform; the run log expires on its own after 30 days. Tickets and changes it created stay in your account like any other.

Credentials

Your API key is stored as a Freshworks secure installation parameter and inserted into request headers by the platform. It is not written to the data store, 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; the run log CSV and a description of the problem are enough to investigate.