Privacy Policy
Last updated: 19 August 2026
1. Who we are
IdealCRM Tickets ("we", "us") operates the support-ticket service available at idealcrm.cloud. This policy explains what data the Service stores, why, and what rights you have. For the ticket and email content processed inside a customer workspace, the customer organization is the data controller and we act as a processor on its behalf.
2. Data we store
We store three categories of data. Account data: your name, email address, workspace name, and authentication details (password hashes and, if enabled, two-factor authentication secrets). Ticket data: the emails, replies, internal notes, tags, contacts, and attachments that flow through your connected mailboxes. Mailbox connection data: the addresses and credentials or OAuth tokens needed to read and send email on your behalf, which are encrypted at rest.
3. Why we process it
We process this data solely to provide the Service: converting incoming email into tickets, sending replies and acknowledgments, notifying agents and customers, producing reports, and operating the customer portal. We do not use your ticket content for advertising, profiling, or training purposes.
4. We do not sell your data
We never sell, rent, or trade your personal data or your ticket content. Data is shared only with the subprocessors listed below, to the extent necessary to run the Service, or where disclosure is required by law.
5. Workspace isolation
Each customer workspace runs on its own subdomain and stores its data in its own dedicated PostgreSQL database. Data from one workspace is never mixed with, or accessible from, another workspace.
6. Subprocessors
We rely on a small number of service providers to operate the Service: our hosting and infrastructure provider (which stores the databases and backups), and the email providers you choose to connect (such as Microsoft or Google), which process email under their own terms when the Service reads from or sends through your mailbox. We remain responsible for our subprocessors' handling of your data.
7. Security
Mailbox credentials and tokens are encrypted at rest, access to production systems is restricted and authenticated, TOTP two-factor authentication is available for all user accounts, and workspace databases are backed up daily. No system is perfectly secure, but we take reasonable technical and organizational measures appropriate to the data we hold.
8. Retention and deletion
Your data is retained for as long as your workspace exists. When a workspace is deleted, its database — including all tickets, email content, contacts, attachments, and mailbox credentials — is deleted, and the data subsequently expires from backups in the ordinary backup rotation. Account data needed for legal or accounting obligations may be retained for the period required by law.
9. Cookies
The Service uses only session cookies, which are strictly necessary to keep you signed in to your workspace or the customer portal. We do not use advertising, analytics, or cross-site tracking cookies, and we do not embed third-party trackers.
10. Your rights
Under the GDPR you have the right to access the personal data we hold about you, to have inaccurate data rectified, to request erasure, to restrict or object to certain processing, and to receive your data in a portable format. You may also lodge a complaint with your supervisory authority. If your data is in a customer's workspace, we may refer your request to that customer, who controls the data.
11. International transfers
Where data is transferred outside the European Economic Area — for example when you connect a mailbox hosted elsewhere — we rely on appropriate safeguards such as adequacy decisions or standard contractual clauses.
12. Changes to this policy
We may update this policy from time to time. For material changes we will give notice, for example by email or within the Service, before the change takes effect. The "Last updated" date above always reflects the current version.
13. Contact
For privacy questions or to exercise your rights, contact privacy@idealcrm.cloud.