Privacy Notice
This notice explains how TicketWave processes personal data to provide account access, ticketing, and support services. If you are using TicketWave through your company, your company is the primary contact for privacy requests and policies.
Quick summary
- We process your account details and ticket content to provide support.
- Your company and assigned vendors can access ticket data based on role permissions.
- Ticket details may be routed to a support mailbox for handling and notifications.
- We keep data only as long as needed for support, security, and legal obligations.
Jump to: Who is responsible • Data we collect • How we use it • Who we share with • Retention • Your rights
Related: Terms of Service • Data Processing Summary
Who is responsible
In most cases, your company is the controller of your personal data and decides how it is used. TicketWave provides the platform and processes data on your company's instructions. Vendors assigned to your organization may access data when needed to deliver support services.
What data we collect
- Identity and contact details (name, email, company association).
- Account and role data (role, status, subscription tier).
- Ticket content (subject, message content, timestamps, and attachments if provided).
- Support communications (messages and notifications sent to support).
- Security and activity data (IP address, user agent, session details, audit logs).
- Organization data (company and vendor links for access control).
How we use your data
- Authenticate you and manage access to the portal.
- Create, update, and resolve support tickets.
- Route tickets and updates to support staff and assigned vendors.
- Send operational notifications about ticket activity.
- Secure the portal and prevent abuse or fraud.
- Maintain an audit trail of key actions for accountability.
Lawful basis
- Performance of a contract (support services and account access).
- Legitimate interests (security, fraud prevention, service quality).
- Legal obligations where required by law or regulation.
Who we share data with
- Authorized staff supporting your company.
- Company administrators and vendors assigned to your organization.
- Service providers that host or deliver the TicketWave platform.
- Support mailbox recipients for ticket routing and notifications.
- Auditors or regulators if required by law.
Retention
Data is retained only as long as needed for support, security, and legal obligations. Ticket and account data are kept while the support relationship is active. Security logs are kept for a shorter period to investigate abuse or incidents. Your company administrator can provide the retention policy used for your organization.
How we protect data
- Role-based access controls limit who can view or change data.
- Session controls and logging help detect suspicious activity.
- Administrative actions are recorded for audit purposes.
Your rights
- Access, correction, or deletion of your personal data.
- Export of your data when applicable.
- Objection or restriction of certain processing.
To exercise these rights, contact your company administrator or the TicketWave support team.
Contact
If you have questions about this notice or how your data is used, contact your company administrator or the TicketWave support team.