Desk Analytics & SLA Dashboard privacy

This section describes how Desk Analytics & SLA Dashboard handles data. It supplements the site-wide privacy policy.

Where the extension runs

The extension runs in your browser, as a widget inside Zoho Desk. Every call goes only to the Zoho Desk API of your organisation's data centre, through the extension's connection, which each user authorises with their own Zoho account. Atesen Software runs no server for it and receives none of your data.

What it reads

Your tickets (subject, status, priority, channel, department, assignee, tags, created and closed times and the overdue flag) and, in deep mode, each ticket's status-change history including who made each change. The only scope it asks for is Desk.tickets.READ. It sends only read requests and never changes anything in your organisation.

What it writes and stores

Nothing in your organisation. In your browser it stores only your report settings — working days, working hours, timezone, SLA target and the deep-mode toggle — in local storage, keyed to your organisation. No ticket content and no personal data of your customers or agents is stored. Ticket data read for a report lives in memory only while the dashboard is open and is discarded when you close or reload it. CSV files you export contain your own ticket data; you are responsible for storing and sharing them.

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 data about your organisation, so there is nothing for us to export or delete. Uninstalling the extension in Zoho revokes its connection; clearing your browser storage removes your saved settings.