This policy explains what information PileDesk (“PileDesk,” “we,” “us”) collects when you use our service desk software, why we collect it, and the choices you have.
Information we collect
When you sign up and use PileDesk, we collect:
- Account information: your name, email address, and organization name, via Clerk, our authentication provider.
- Ticket and customer data: the support requests, messages, and requester details your team enters or that arrive through your connected channels.
- Usage data: basic product analytics (pages viewed, features used) to help us improve the product.
- Billing information: handled by our payment processor; we do not store your full card number.
Connected email accounts (Gmail and Outlook)
If you choose to connect a Gmail or Microsoft (Outlook) account, PileDesk requests permission to read your inbox and send email on your behalf, solely to sync inbound support requests into tickets and send your replies back to customers. We do not read, use, or share this email data for any purpose other than providing this core functionality to you.
PileDesk’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We do not use Gmail data for advertising, and we do not allow humans to read this data except with your explicit permission, to investigate a support request you send us, or to comply with applicable law.
OAuth tokens for connected mailboxes are encrypted at rest. You can disconnect a mailbox at any time from Settings, which revokes our access immediately.
How we use your information
- To provide, operate, and maintain the PileDesk service.
- To sync inbound email into tickets and send replies on your behalf, for connected mailboxes.
- To send you service-related notifications, such as SLA breach alerts you’ve configured.
- To respond to your support requests to us.
- To improve and secure the product.
We do not sell your data or your customers’ data to third parties.
Sub-processors
We use the following categories of third-party service providers to operate PileDesk:
- Authentication (Clerk)
- Database hosting (Neon, PostgreSQL)
- Application hosting (Vercel)
- Outbound/inbound email delivery (Mailgun)
- OAuth mailbox connections (Google, Microsoft, Zoho, when you choose to connect them)
Each is bound by its own data processing terms and only accesses data necessary to provide its service to us.
Data retention
We retain your account and ticket data for as long as your workspace is active. If you close your account, we delete your data within a reasonable period, except where we’re required to retain it for legal or security reasons.
Your rights
Depending on where you’re located, you may have the right to access, correct, export, or delete your personal data. You can export your tickets at any time from within the product, or contact us to request deletion of your account and associated data.
Cookies
We use essential cookies to keep you signed in and to remember basic preferences (like light/dark theme). We do not use third-party advertising cookies.
Children’s privacy
PileDesk is a business tool and is not directed at, or intended for use by, children.
Changes to this policy
We may update this policy as the product changes. We’ll update the effective date above when we do.
Contact us
Questions about this policy or your data? Email support@piledesk.com.