PRIVACY POLICY
Privacy Policy
Last updated: August 2nd, 2026
This Privacy Policy explains how Ticky handles information when you use Ticky, a Discord support-ticket bot and web dashboard. Ticky connects to Discord servers, helps authorized staff manage tickets, can use optional AI features, and can create public transcript links.
Ticky • Privacy contact: hey@heyticky.com
1. Information We Collect
Ticky may process Discord account and server information, including Discord user IDs, usernames, avatars, server or guild IDs and names, and role or permission information needed to authorize dashboard administrators. We also process support-ticket information such as ticket metadata, channel information, status, timestamps, message IDs, sender display information, message content, and attachment references or files where attachments are rehosted. Server configuration and support content can include staff and team configuration, settings, tags, knowledge-base articles, taught facts or definitions, audit activity, and selected onboarding-channel content used to build support knowledge. When enabled, purchase or integration features may also process plan, order, invoice, or status information and identifiers associated with Discord accounts or servers.
2. How We Use Information
Ticky uses information to operate and secure the Discord bot, dashboard, ticket workflows, support transcripts, authorization, account and server administration, fraud and rate-limit controls, billing, and optional integrations. We use it to create, display, export, and manage support-ticket records. When AI features are enabled, we may also use relevant server-configured support knowledge to provide AI-assisted responses.
3. AI Features and Third-Party AI Providers
If a server enables AI features, relevant ticket questions, conversation history, knowledge-base context, and generated summaries or routing context may be sent to the configured AI provider—OpenAI or Anthropic—to generate assistance. For image-capable AI support, up to three qualifying Discord image attachments may be sent to the configured provider to answer a ticket. When knowledge-base semantic search is enabled, knowledge-base content and relevant unanswered-question text may be sent to Voyage AI to create embeddings. Ticky does not use Customer Content to train its own AI models. Each provider’s handling of information is governed by its applicable terms, privacy notices, and any settings selected by the server owner.
4. Service Providers and Disclosures
Ticky discloses information to service providers as needed to operate the service. This includes Discord for bot operation, OAuth sign-in, messages, attachments, server administration, transcript-log posting, and user notifications. It also includes hosting, database, and storage providers used to operate Ticky, including Vercel-hosted web or storage components and Railway-hosted bot components. OpenAI, Anthropic, and Voyage AI receive information only where the relevant optional AI features are configured. SellAuth and NOWPayments receive information only where the relevant optional integration or payment option is enabled.
5. Tickets, Attachments, and Public Transcript Links
Ticky stores ticket transcripts so authorized staff can provide support and manage tickets. Ticket message content is protected with application-level encryption at rest. Rehosted ticket attachments are stored privately and served through authorized dashboard access or the applicable transcript-link access path. A public transcript link is intentionally accessible to anyone who has the unique link; it may display the full transcript, participant display names or avatars, message content, and attachments, and recipients can share it. Public transcript links may be posted to a configured Discord transcript-log channel or sent to the ticket opener when a ticket is resolved. Some original Discord attachment URLs may remain hosted by Discord, particularly during legacy migration or if private rehosting is unavailable.
6. Retention, Deletion, and Exports
Ticky retains ticket and related server data while needed to operate the service and until an authorized server administrator deletes the server’s data, subject to legitimate operational, security, accounting, or legal needs. Authorized Discord server administrators with the required server-management permissions can use Dashboard → Settings → Danger Zone to delete their server’s Ticky data. This deletes Ticky’s guild-scoped records and attempts to remove associated private attachment objects. It does not delete messages, channels, or copies controlled by Discord, and it does not necessarily remove billing or accounting records that must be retained. Authorized administrators can export their server’s ticket or transcript data and knowledge-base data in CSV or JSON. For privacy requests, contact [privacy contact email], subject to applicable law.
7. Security
Ticky uses reasonable administrative, technical, and organizational safeguards designed to protect information. Ticket-message content receives application-level encryption at rest, access to dashboard ticket data is restricted to authorized server administrators, and private attachment access is controlled. No method of transmission or storage is completely secure, so we cannot promise absolute security.
8. Changes and Contact
We may update this Privacy Policy from time to time. When we do, we will change the “Last updated” date at the top of this page. If you have questions about this policy or privacy requests, contact [privacy contact email].
