Privacy

Who is responsible

webticketer is operated from the United Kingdom, and UK data protection law (the UK GDPR and the Data Protection Act 2018) applies to it. You can reach us through the webticketer support server on Discord.

Two parties handle ticket data. The owners of a Discord server decide to use webticketer there, choose who their staff are and decide what tickets are for: they are responsible for the tickets in their server. webticketer stores and processes those tickets on their behalf, and is responsible for the sign-in and for keeping the service secure.

What is stored

• Your Discord identity: your Discord user ID, display name and profile picture, when you open a ticket, answer one, or sign in to the panel.
• Tickets: the subject and description you enter, every message sent in the ticket channel, edits and deletions of those messages, and any files attached.
• Staff records: which staff member a ticket is assigned to, status changes, internal notes that staff write about a ticket, and for each staff member their name, profile picture, staff level and reply signature.
• Server settings: the server's name and icon, which roles count as staff, and the ticket panels and ticket types its admins set up.

Internal notes are visible to that server's staff only. They are never shown to the member who opened the ticket and are never posted in Discord channels.

What is not collected

• Your Discord password. Sign-in happens on discord.com and webticketer never sees it.
• Your email address, your friends or the list of servers you are in. Sign-in asks Discord for your basic identity only.
• Messages outside ticket channels. The bot reads nothing else in a server.
• Analytics, advertising identifiers or tracking of any kind. There are none on this site or the panel.

Why it is used, and the legal basis

• To run tickets: receiving your request, showing it to the server's staff and sending their replies, and reminding you by direct message when staff are waiting to hear back from you. The basis is legitimate interests: you asked for help, and this is what answering it takes.
• To sign you in and control access: checking who you are and whether you are staff in a server. The basis is legitimate interests in keeping tickets private to the right people.
• To keep a history: closed tickets are kept so staff can refer back to them and you can read your transcript. The basis is the server's legitimate interest in a record of its support.

Nothing is used for marketing or profiling, and no decisions are made about you by automated means. You can object to any of this; see "Your rights" below.

Who can see it

• The staff of the server a ticket was opened in can see that ticket, its files and its notes.
• You can see the tickets you opened, without the internal notes, if that server has switched on transcripts. You can download them whether or not it has.
• Staff of one server cannot see another server's tickets.
• The people who run webticketer can access the stored data when needed to keep the service working.

Nothing is sold, and nothing is shared with advertisers.

Other companies involved

• Discord: tickets are opened and answered through Discord, so Discord holds whatever is sent there under its own privacy policy. Profile pictures shown in the panel are loaded from Discord, which therefore sees the address of the browser loading them. Discord is based in the United States.
• OVHcloud: provides the server that the database and files are stored on.

No other company receives ticket data.

How long it is kept

Closing a ticket deletes its Discord channel. The conversation and its files are kept, compressed, with no fixed time limit: they stay until you delete them, the server's admins delete them, or the server asks for its data to be removed. If the bot is removed from a server, that server's data is kept in case it is added back, and is deleted on request.

Cookies and browser storage

• A sign-in cookie, set when you sign in to the panel, so you stay signed in.
• A theme cookie on the panel, if you choose light or dark.
• Small preferences kept in your own browser, such as the theme on this site and which sections of a ticket you collapsed.

These are needed for the site to work or to remember a choice you made, so there is no cookie banner. None are used to track you.

Your rights

You have the right to see what is held about you, to have it corrected or deleted, to have its use restricted, to receive a copy you can take elsewhere, and to object to its use. Two of these you can do yourself, at any time, by signing in to My tickets:

• Download my data gives you a file with every ticket you opened, in every server: your messages, the replies you were sent and the names of the files attached.
• Delete my data permanently deletes every ticket you opened, in every server, straight away: the conversations, files, staff notes and history, and the Discord channel of any ticket still open.

For anything else, including a correction, or the notes staff wrote about your ticket, ask the staff of the server concerned or contact us through the webticketer support server on Discord. We will ask you to show that the Discord account is yours, and will answer within one month. Server owners can ask the same way for everything held about their server to be deleted.

If you are unhappy with how your data has been handled, you can complain to the Information Commissioner's Office, the UK regulator, at ico.org.uk. If you live in the EU, you can also complain to the data protection authority of your country.

Security

The panel is served over HTTPS only. A ticket can be read only by signed-in staff of the server it belongs to, whose staff roles are checked with Discord, and by the member who opened it. The bot's credentials are kept out of the source code.

Changes

If this page changes, the date at the top changes with it. Using webticketer is also subject to the terms of use.