Privacy policy.

1. About this policy

This policy applies to the Troublesheet website at troublesheet.com and its IT help desk application. References to “Troublesheet,” “we,” and “our” mean the service operating this website. For privacy questions or requests, contact info@troublesheet.com.

If your employer or another organization provides your workspace, that organization determines who can join, which features are enabled, and how its support records are used. Its own policies may also apply. Contact your organization’s administrator about information submitted to its workspace.

2. Information we handle

• Account and membership information: email address, account identifiers, profile information supplied during sign-in, organization membership, assigned role, and authentication or security records.
• Support and workspace records: ticket subjects and descriptions, requester and technician details, replies, private team notes, uploaded files and their metadata, custom-form responses, approvals, activity history, knowledge articles, device records, and workspace settings.
• Connected-service information: authorized mailbox messages and attachments, delivery records, imported directory names and email addresses, connection settings, and credentials or authorization tokens needed to operate a connection.
• Billing information, when billing is available: customer and subscription identifiers, selected plans, seat counts, and payment status. Payment details entered in Stripe’s payment interface are handled by Stripe.
• Technical information: browser preferences, session information, and operational records used to deliver and protect the service. Our hosting and service providers may process IP addresses, request times, browser information, and error or security logs.

Only include information needed to resolve a support request. Avoid putting passwords, payment-card details, or other unnecessary sensitive information in tickets or attachments. Screenshots and files can contain information beyond what is visible in their names.

3. How information is used

We use this information to authenticate users, apply workspace permissions, receive and organize support requests, deliver selected replies and attachments, maintain ticket history, provide search and reports, operate connected services, support billing when enabled, and investigate errors or misuse. Information you send to our support address is used to respond to your request.

Workspace data is used to provide the features selected by your organization. Google user data is not sold or used for advertising.

4. Google sign-in and optional connections

Continue with Google: when you choose Google sign-in, Google provides basic identity information, including your Google account identifier, email address and verification status, and available profile information such as your name and profile picture. Supabase, our authentication provider, processes and stores the identity information needed to create or recognize your Troublesheet account and maintain your session. Your email address is used to match authorized workspace memberships. Your Google password is not provided to Troublesheet.

Google sign-in alone does not authorize access to your Gmail messages, Google Drive files, contacts, or calendar.

Google Workspace connections: separately, an organization Admin may connect a support mailbox or directory if the relevant integration is configured. These connections request their own consent. A mailbox connection uses mail permissions to read incoming support messages and attachments and send ticket replies through the selected mailbox. A directory connection uses read-only directory permissions to retrieve names, email addresses, account identifiers, and account status for importing eligible workspace members. Microsoft 365 offers comparable, separately authorized connections.

Connection authorization tokens are stored on the server so enabled connections can operate without requiring a new sign-in for every action. Imported messages, attachments, and directory records become workspace records subject to its permissions and the retention information below. Google user data is used only for the authorized functions described in this policy; use and transfer of that data are subject to the Google API Services User Data Policy, including its Limited Use requirements.

5. Who can receive information

Your organization: authorized workspace members can access records according to their roles and ticket permissions. Requesters have limited access; support staff and administrators may have broader access. Private notes and private attachments are restricted to authorized staff. “Private” does not mean hidden from authorized administrators or service operations.

Email recipients and exports: when a staff member selects email delivery, the reply and selected public attachments are sent to the requester and any included CC recipients. Workspace members with export permission can download authorized records. Information sent by email or exported is then also held outside Troublesheet.

Service providers: Hostinger serves the website; Supabase provides authentication, databases, file storage, and server functions. Google, Microsoft, or another configured email provider handles authorized sign-in, directory, or mailbox functions. OpenAI processes selected AI Assist requests when enabled. Stripe handles payment processing when billing is enabled. These providers receive the information needed for the functions they perform and process it under their applicable terms and privacy policies.

Authorized service administrators may access information to provide support, operate and secure the service, or investigate incidents. Information may also need to be disclosed in response to valid legal requirements or to protect the service and its users.

6. Optional AI Assist

AI Assist requires provider configuration and organization opt-in. When authorized staff request a summary or reply draft, Troublesheet sends the ticket subject, description, status, category, priority, and recent public replies to OpenAI. This can include text originally received through a connected mailbox. Private notes, attachments, and unsent drafts are excluded.

The application removes common email addresses, web links, and credential patterns before sending the text, but this does not guarantee that every sensitive detail is removed. Staff should consider the contents of a ticket before requesting AI assistance.

Troublesheet records usage metadata and displays the generated suggestion for staff review. Generated text becomes part of the ticket record if a staff member posts it. AI requests use the provider’s response-storage option set to off; this does not eliminate the provider’s separate operational or abuse-monitoring processing. See OpenAI’s API data documentation. AI does not send a reply automatically.

7. Storage, security, and retention

Account, workspace, and attachment records are stored using Supabase. The application uses HTTPS, organization and role-based access controls, private ticket-file storage, and server-side handling of integration credentials. Multi-factor authentication is available. No internet service can guarantee that unauthorized access or loss will never occur.

Support records remain available to preserve the organization’s ticket history and operate its workspace. Closing a ticket, removing a member’s access, disconnecting a mailbox, or revoking Google authorization does not automatically erase existing records. The current service does not automatically delete tickets after a fixed retention period.

To request deletion or discuss a retention requirement, contact your workspace administrator and info@troublesheet.com. Requests are reviewed for identity, authority over the records, and any records that must be kept for security, billing, or legal requirements. We will explain applicable limitations. Provider-held logs, backups, and copies already delivered to email recipients or exported can have separate retention arrangements.

Service providers may process information in the countries where they operate. Contact us before submitting information that requires a particular storage location or retention arrangement.

8. Browser storage and other websites

The app uses browser storage for sign-in sessions, display preferences, selected workspaces, column widths, demo data, and temporary draft recovery. Draft text is stored in the current browser tab and is cleared when discarded or posted; expired drafts are removed when the recovery system next checks them. File contents are not stored by draft recovery. Signing out and clearing site data helps remove local information from a shared device, but does not delete server records.

The public website includes a Google Maps embed and links to other websites. Loading an embedded service can send technical information such as your IP address and browser details to its provider. External services apply their own privacy policies. The demo uses sample data in your browser; do not enter sensitive real-world information into it.

9. Your choices and privacy requests

You can choose email-and-password sign-in instead of Google sign-in. You can review or revoke Google access in your Google Account’s third-party connections settings. An authorized organization Admin can disconnect integrations and disable AI Assist in Troublesheet. Revoking access stops future authorized access through that connection; it does not itself delete previously imported information.

Contact info@troublesheet.com to request access, correction, export, or deletion of your personal information, or to ask how it is used. Include your account email and workspace name, but do not send your password. We may need to verify your identity and coordinate with the organization that controls the workspace. Available rights and any exceptions depend on applicable law and the records involved.

10. Policy updates and contact

We may update this policy as the service changes. The effective date above identifies the current version. Material changes to how Google user data is used will be disclosed, and additional authorization will be requested when required, before that new use begins.

For questions about this policy or your information, email info@troublesheet.com.