Duplicate Ticket Merge privacy

This notice describes Duplicate Ticket Merge data handling and supplements the site-wide privacy policy.

Where the extension runs

The extension runs inside Zoho Desk and uses its authorized connection to read tickets and contacts and perform confirmed native merges.

What it reads and changes

It reads tickets and contacts in the selected departments to suggest likely duplicates. A confirmed run calls the native merge API and adds a private comment to the master ticket. The comment includes merged ticket numbers, matching rule, time and confirming agent.

Settings and audit data

Matching window, similarity threshold, closed-ticket inclusion and merge enablement are stored as Desk installation settings. The private audit comment remains in Zoho Desk as ticket data, subject to the organization controls and retention.

Support

The product privacy notice sets support-email retention at 24 months after the last message. Contact support@atesensoftware.com for access or deletion requests concerning support information. Do not send passwords, tokens or unredacted ticket data.