Co-Owners privacy

Where the extension runs

The extension runs in your agents' browsers, as a panel on the ticket and a tab in the Zoho Desk top bar. Every call goes only to your own Zoho Desk organisation, through the extension's Zoho Desk connection, with the signed-in agent's own permissions. Atesen Software runs no server for it and receives none of your ticket data.

What it reads

The ticket's number, subject, status, department, owner and Co-owners field; the names, email addresses and IDs of agents with access to the ticket's department; the ticket's followers and tasks; the ticket's history entries for the Co-owners field; and, for the My co-owned list, the tickets and tasks linked to the signed-in agent. This is shown on screen and not stored by the extension.

What it writes

The Co-owners ticket field (names and agent IDs), ticket followers, tasks assigned to co-owners (subject, optional due date and note) and private ticket comments that record changes and @mention co-owners. These are normal Zoho Desk records in your organisation; uninstalling the extension does not delete them.

The scopes it asks for are Desk.tickets.READ, Desk.tickets.UPDATE, Desk.activities.tasks.READ, Desk.activities.tasks.CREATE, Desk.activities.tasks.UPDATE, Desk.activities.tasks.DELETE, Desk.basic.READ, Desk.search.READ and Desk.agents.READ. It cannot create tickets.

What it stores

An action log in Zoho Desk's extension storage: for each change made with the extension, the time, ticket ID and number, the IDs of the agent who made the change and of the agents added or removed, the source (panel, bulk or undo) and a result code. No names, email addresses or ticket content. Entries older than 180 days are no longer shown or exported, and are deleted whenever someone opens the Audit log; until then they remain in Zoho Desk's extension storage.

Settings are the installation parameters your administrator enters in Zoho Desk. CSV files you download (Bulk results, Audit log) stay on your device; they contain ticket numbers and IDs, agent names, times and result codes, but no ticket subjects or content.

Zoho Marketplace

Zoho Marketplace shares the name and email address of the person who installs the extension with us when a paid plan is bought, or when that person rates the extension or gives feedback while installing or uninstalling it; for a free trial or a free installation, only if that person agrees. We use them only to answer questions about the extension and its billing, and we do not share them.

Deletion

We hold no ticket or agent data, so there is nothing for us to export or delete. Records the extension wrote into Zoho Desk are yours to keep or remove there. To remove the action log, uninstall the extension; you can revoke its connection in Zoho at any time.

Support correspondence

If you email support, that message and anything you attach reaches an Atesen Software mailbox, and we use it only to answer you. The CSV files contain agent names; you may remove them before sending.