FyneDesk ("we", "us", or "our") operates the FyneDesk helpdesk platform at fynedesk.io and app.fynedesk.io. This Privacy Policy explains what information we collect, how we use it, and your rights regarding your data.
By using FyneDesk, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use the service.
1. Information we collect
Account information
When you create a FyneDesk account, we collect your name, email address, and company name. If you upgrade to a paid plan, we collect billing information through our payment processor (Stripe). We do not store full credit card numbers on our servers.
Usage data
We collect information about how you use FyneDesk, including pages visited, features used, actions taken, and session duration. This data helps us improve the product and diagnose issues.
Support data
As part of using FyneDesk, you and your customers will create tickets, messages, and knowledge base articles. This content is stored on our servers and is yours — you own it. We access it only to provide the service, including powering AI features.
AI feature data
FyneDesk uses third-party AI providers to power AI ticket summaries and suggested replies. When you use these features, the relevant ticket content is sent to our AI provider(s) for processing. Your data is not used to train any AI model. We currently use Anthropic's Claude for AI processing; Anthropic's data handling is governed by their privacy policy. We will update this section if our AI providers change.
Cookies and tracking
We use cookies to keep you signed in and remember your preferences. We may use analytics tools (such as privacy-respecting analytics) to understand aggregate usage patterns. We do not sell your data to advertisers or use third-party advertising cookies.
2. How we use your information
We use the information we collect to:
- Provide, maintain, and improve the FyneDesk service
- Process payments and manage your subscription
- Send transactional emails (account confirmation, password reset, billing receipts)
- Send product updates and announcements (you can opt out at any time)
- Respond to support requests
- Detect and prevent fraud, abuse, and security incidents
- Comply with legal obligations
We do not sell your personal data to third parties. We do not use your data for advertising purposes.
3. Data sharing
We share data only with the following categories of third parties, and only as necessary to provide the service:
- AI providers — AI processing for ticket summaries and suggested replies (ticket content only, not used for model training). We currently use Anthropic's Claude. We will update this list if providers change.
- Stripe — Payment processing
- Infrastructure providers — Cloud hosting and storage (data is encrypted at rest and in transit)
- Legal authorities — When required by law or to protect the rights, property, or safety of FyneDesk or its users
We do not share your data with marketing platforms, data brokers, or advertising networks.
4. Data storage and security
Your data is stored on servers in secure data centers. We use industry-standard encryption (TLS) for all data in transit and encrypt sensitive data at rest. Access to production systems is restricted to authorized personnel only.
We maintain an audit log of administrative actions within the platform. No security system is perfect, but we take reasonable and appropriate measures to protect your data against unauthorized access, disclosure, alteration, or destruction.
In the event of a data breach that affects your personal information, we will notify you in accordance with applicable law.
5. Data retention
We retain your account data for as long as your account is active. If you cancel your account, we retain your data for 30 days to allow for reactivation, after which it is permanently deleted from our systems.
You can request deletion of your data at any time by contacting us at support@fynedesk.io. We will process deletion requests within 30 days.
6. Your rights
Depending on your location, you may have the following rights regarding your personal data:
- Access — Request a copy of the personal data we hold about you
- Correction — Request correction of inaccurate data
- Deletion — Request deletion of your personal data
- Portability — Request an export of your data in a machine-readable format
- Objection — Object to certain processing of your data
- Restriction — Request restriction of processing in certain circumstances
To exercise any of these rights, contact us at support@fynedesk.io. We will respond within 30 days.
7. GDPR (European users)
If you are located in the European Economic Area (EEA), you have additional rights under the General Data Protection Regulation (GDPR). Our lawful basis for processing your data is:
- Contract performance — Processing necessary to provide the service you've signed up for
- Legitimate interests — Processing for security, fraud prevention, and product improvement
- Consent — For marketing communications (you can withdraw consent at any time)
- Legal obligation — When required by law
For GDPR inquiries, contact us at support@fynedesk.io.
8. CCPA (California users)
If you are a California resident, you have the right to know what personal information we collect, request deletion of your personal information, and opt out of the sale of your personal information. FyneDesk does not sell personal information. To exercise your rights, contact us at support@fynedesk.io.
9. Children's privacy
FyneDesk is not directed at children under the age of 16. We do not knowingly collect personal data from children. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.
10. Changes to this policy
We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page and notify you by email if the changes are material. Your continued use of FyneDesk after changes take effect constitutes your acceptance of the updated policy.
11. Contact us
For questions about this Privacy Policy or your data, contact us at:
FyneDesk
San Jose, California, United States
Email: support@fynedesk.io
Website: fynedesk.io