Data security is a key priority for the Easy Ticket AI team. To deliver our core functionality we do need to access certain data points.

Which data points do you access, and when?

During initial and ongoing AI (re)training:

• All help center articles - public and private.
• All macros.
• Recent past tickets.

During regular usage:

• The current ticket, specifically all emails/messages in the thread between the customer and your support team.

Optionally:

• Other custom training documents you provide.

What is the data sharing process? Do I need to send you data manually?

The process is fully automated.

When you install Easy Ticket AI, you are asked to grant it read-only access. Thereafter, we use Zendesk's API - accessed using HTTPS encryption - to fetch the required data points. 

Do you store any data points?

We store the training materials outlined above.

We do not store any data or contents' of any of the tickets analyzed. We also do not store any drafts produced by our AI features for our users.

Some of our AI features are powered by Open AI's models, which means they may or may not store certain data inputs and/or AI outputs. As of December 2023, they state that "data sent to the OpenAI API will not be used to train or improve OpenAI models", but "To help identify abuse, API data may be retained for up to 30 days, after which it will be deleted (unless otherwise required by law)". See details on Open AI's website.

If I cancel my subscription, do you continue to store any data points?

No. The moment your subscription ends, we remove that data. We can also remove it sooner upon your request.