Ticket Merger

Privacy Policy

Last updated 17 August 2026. Plain English, because a policy nobody can read protects nobody.

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Who we are

Ticket Merger provides automatic duplicate ticket detection and merging for customer support platforms. Contact us at hello@ticketmerger.com about anything on this page.

What we collect

  • Account data. Your name, work email, company and billing details, so we can provide and bill for the service.
  • Helpdesk data. When you connect a helpdesk, we access tickets in the queues you select in order to detect duplicates and perform merges. This includes subject lines, message content, requester identifiers and timestamps.
  • Usage data. Standard logs and product analytics, so we can keep the service reliable and understand which features are used.

    • How we use helpdesk data

    Ticket content is processed to compute similarity between tickets and is not retained beyond the comparison window your configuration requires. After that we retain the merge record and the metadata explaining the decision, not the customer conversation itself.

    We do not sell data, we do not use your ticket content to train models for other customers, and we do not share it with third parties except the sub-processors needed to run the service. The current sub-processor list is available on request.

    Legal basis and your rights

    We process account data to perform our contract with you, and helpdesk data as a processor acting on your instructions. Where you are in a jurisdiction granting rights of access, correction, deletion, portability or objection, you can exercise them by emailing us.

    For helpdesk data, you are the controller and your own customers exercise their rights through you. We will assist with any such request.

    Retention

    Account data is kept while your account is active and for as long afterwards as we are required to keep records for tax and accounting. Helpdesk ticket content is kept only for the comparison window. Merge records are kept for the life of the account so your audit trail remains complete.

    Security

    Data is encrypted in transit and at rest, access is limited to staff who need it, and we connect to your helpdesk using credentials you create and can revoke at any moment. See the security page for detail.

    Cookies

    We use essential cookies to run the application and privacy-respecting analytics to understand site usage. We do not run advertising trackers.

    Changes

    If we change this policy materially we will tell account holders by email before the change takes effect.