Ticket Archive privacy

This section describes how Ticket Archive handles data. It supplements the site-wide privacy policy.

Where the extension runs

The extension runs inside Zoho Desk, in the browser of the agent who uses it. It has no server of its own: Atesen Software does not operate a server, a database or analytics for it and never receives your ticket data.

What it talks to

Only your own Zoho Desk organisation, through Zoho's extension connection (ZOHODESK.request) to the Zoho Desk API of your data centre, over HTTPS. Every request is a read request. Attachment files and long email bodies are fetched only from the same Zoho Desk address. The only external script is Zoho's own Desk extension SDK from static.zohocdn.com; the PDF, Excel and ZIP libraries (pdfmake, ExcelJS and JSZip) are packaged inside the extension and load from Zoho, not from a third-party CDN.

Permissions

Desk.tickets.READ to read tickets, threads and comments; Desk.contacts.READ to show contact names and resolve the contact email filter; Desk.basic.READ to list departments and agent names; Desk.search.READ to find the tickets that match your filters. There is no write scope. The connection works with each agent's own Zoho Desk permissions.

What it reads

For the tickets that match your filters: ticket fields, email threads and replies, private threads and internal comments (only when you include them), attachment names, sizes and links, contact names and email addresses, and department and agent names. If you choose the beta attachment option, it also downloads the attachment files. This can include personal and confidential data of your customers and agents.

What it creates

The archive files (PDF, Excel, CSV, manifest, README and ZIP) are created in the browser's memory and saved by your browser to the agent's device. Once saved they are under your control, and you are responsible for storing and deleting them. Closing the panel discards anything held in memory.

What it stores

One resume checkpoint of at most 1 KB per agent, in Zoho Desk's extension storage: the export filters (dates, department ID, statuses, tags and contact IDs, never email addresses), the export start time and time zone, the ID and creation time of the last delivered ticket, and counters. It contains no ticket content. Nothing else is stored, there are no cookies, analytics or tracking, and nothing is stored on Atesen Software systems.

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.

Retention and deletion

The checkpoint is deleted when an export finishes or when the agent chooses Discard. When the extension is uninstalled, its extension storage is handled by Zoho under your agreement with Zoho; to be sure the checkpoint is gone, choose Discard before uninstalling.Exported files stay on the devices where they were saved until you delete them. Requests about ticket data itself go to your Zoho Desk administrator, because Atesen Software does not hold it.

Support correspondence

If you email support, that message and anything you attach reaches an Atesen Software mailbox and is kept only as long as needed to answer it. Please do not send passwords, tokens or archive files; manifest.json lists ticket IDs and skipped tickets, which is enough to investigate. To ask for deletion of what you sent us, write to support@atesensoftware.com.