Seat Saver privacy

Where the application runs

The application runs inside Freshdesk on the Freshworks Developer Platform: its admin page runs in the administrator's browser, and its changes and weekly digest run on Freshworks-hosted serverless infrastructure. Atesen Software does not operate a server or a database for it and never receives your data.

What it reads

Agents (name, email address, licence type, agent type, last sign-in and activity dates, and for people not seen in the last 7 days their role, group and skill IDs), roles, groups, the ticket status field, ticket search results per agent (counts of open and recently updated tickets, and ticket IDs when tickets are moved), automation rules (to find rules that name an agent) and, for the digest, your support email configuration. Ticket subjects and conversations are not read or stored.

What it stores

In the Freshworks app data store of your installation: your settings (thresholds, seat price and billing, protected email addresses, dry run, CSV separator, digest schedule and recipients); the kill switch; a run lock that expires after 5 minutes; the run history (agent IDs, actions and result codes, the last 30 runs, each kept 90 days); an undo log written before every change (agent ID, previous licence, ticket scope, role, group and skill IDs, for a deactivated seat its email address so the person can be found again, and ticket IDs with their previous agent and group), kept 90 days; and the latest weekly snapshot (counts and agent IDs of unused seats).

Names are shown on screen to administrators and are not written to the data store.

What it writes

Only when an administrator confirms a live change: an agent's licence (occasional or full-time), deactivation (Freshdesk keeps the person as a contact), making a contact an agent again (undo), and the agent and group of open tickets (offboarding and undo). If the weekly digest is on, one email per week through your Freshdesk account to the administrators you list; Freshdesk keeps it as a closed ticket tagged seat-saver-digest, with names and days unused only.

Credentials

The installation API key is stored as a Freshworks secure installation parameter and inserted into request headers by the platform; it never reaches the browser code. The administrator's own key, needed for live changes, is kept only in the memory of the open browser tab for at most 15 idle minutes and is sent only to the application's server method and to Freshdesk. It is never stored or logged.

Deletion

Run history and the undo log expire after 90 days. When the application is uninstalled it removes its weekly schedule, and the Freshworks platform deletes the application's data store. CSV files you download 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; the result CSV and a description of the problem are enough to investigate.