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Where the application runs

The application runs on the Freshworks Developer Platform. Its interface and its server-side functions run on infrastructure operated by Freshworks. Atesen Software does not operate a server or a database for it.

What it talks to

Every outbound request is addressed to your own Freshservice account at your-subdomain.freshservice.com. The application sends no data to Atesen Software, to an analytics provider or to any other third party.

Credentials

Your Freshservice API key is stored as a Freshworks secure installation parameter and inserted into request headers by the platform. It is not written to the application's data store, not returned to the browser and not visible to Atesen Software.

Job data

Ticket identifiers, the values being changed, the previous values of the changed fields, per-ticket outcomes and any Freshservice error text are written to the Freshworks application data store belonging to your installation, so that a job can be resumed, audited and rolled back. The email address of the agent who prepared a job, as reported by the browser, is kept in the job list, and saved presets record who saved them. Ticket subjects and descriptions are not stored.

Job records are deleted by the application 30 days after the job was created, and the platform expires them no later than about 32 days after their last update even if nobody opens the application. An allowed agent can delete a job's records earlier from the result screen. Presets stay until they are deleted in the application.

When the application is uninstalled it deletes saved presets and then as many job records as the uninstall step allows; any it does not reach expire within about 32 days.

Support correspondence

If you email support, that message and anything you attach reaches an Atesen Software mailbox. Please do not send API keys or ticket exports containing personal data; a description and the identifiers involved are enough to investigate.