Privacy Policy

1. Overview

ADS Helpdesk ("we", "us", "our") provides customer support software that helps teams manage email, chat, and voice conversations. This Privacy Policy explains what personal data we collect, how we use it, and what choices you have. By using ADS Helpdesk you agree to the practices described here.

2. Information we collect

We collect information you provide directly, information generated when you use the service, and information from third parties you choose to connect.

• Account information: name, work email, password (hashed), organization name, billing details.
• Workspace content: tickets, messages, attachments, contacts, knowledge base articles, and configuration you create inside ADS Helpdesk.
• Usage data: pages visited, features used, device and browser information, IP address, and session duration.
• Integrations data: if you connect Gmail, Outlook, Shopify, or other services, we receive the data those services share based on your authorization.
• Communications: messages you send to our support team or sales team.

3. How we use your information

• Operate, maintain, and improve the ADS Helpdesk platform.
• Authenticate accounts and prevent fraud or abuse.
• Provide customer support and respond to your inquiries.
• Send service notifications, billing notices, and (with your consent) product updates.
• Analyze aggregate usage to inform product and design decisions.
• Comply with legal obligations and enforce our terms.

4. Legal bases for processing

Where applicable (e.g., for users in the EEA, UK, or Switzerland), we process personal data on the following legal bases: performance of a contract, legitimate business interest, your consent, and compliance with legal obligations.

5. How we share your information

We do not sell your personal information. We share data only as described below:

• Service providers who help us operate the platform (cloud hosting, email delivery, analytics, payment processing), under written data processing agreements.
• Within your organization: data you submit is visible to other authorized users in your workspace based on their assigned role.
• Legal compliance: when required by law, court order, or to protect rights, property, or safety.
• Business transfers: in connection with a merger, acquisition, or sale of assets, with continued protection.

6. Data retention

We retain account and workspace data for as long as your subscription is active. After cancellation, workspace content is retained for 30 days for recovery purposes and then permanently deleted, unless we are legally required to retain it longer.

7. Security

We use industry-standard safeguards including encryption in transit (TLS 1.2+), encryption at rest, role-based access controls, workspace isolation, and regular security reviews. No system is perfectly secure, so we encourage strong passwords and prompt reporting of any suspicious activity.

8. Your rights and choices

Depending on your location, you may have rights to access, correct, delete, port, or restrict processing of your personal data. You can:

• Update most account information directly in your workspace settings.
• Export your workspace data at any time from the admin panel.
• Email privacy@adshelpdesk.com to exercise GDPR, CCPA, or other rights.
• Unsubscribe from marketing emails using the link at the bottom of every message.

9. Cookies and tracking

We use cookies and similar technologies to keep you signed in, remember your preferences, and measure how the service is used. You can control cookies through your browser. Our cookie banner allows you to accept or decline non-essential cookies.

10. International data transfers

ADS Helpdesk operates from data centers in the United States. If you access the service from outside the US, your data may be transferred, stored, and processed in the US under appropriate safeguards including Standard Contractual Clauses where required.

11. Children's privacy

ADS Helpdesk is not directed at children under 16 and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can remove it.

12. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be communicated through the platform or by email. Continued use after changes take effect constitutes acceptance.

13. Contact us

Questions about this Privacy Policy or your data? Contact us at privacy@adshelpdesk.com or write to ADS Helpdesk, Attn: Privacy, 123 Support Lane, Suite 100, Wilmington, DE 19801, USA.