Privacy Policy

Last Updated: 12/5/2025

Introduction

This Privacy Policy describes how TicketBot ("we", "our", or "us") collects, uses, and protects your information when you use our Discord bot and web dashboard services.

Information We Collect

When You Invite TicketBot to Your Server

When you invite TicketBot to your Discord server, we automatically collect and cache the following information from Discord:

  • Guild (Server) Information: Server ID, server name, server icon, member count, and server owner ID
  • Channel Information: Channel IDs, channel names, channel types, and parent category information
  • Role Information: Role IDs, role names, role permissions, and role colors
  • User and Member Information: User IDs, usernames, display names, avatars, and role assignments

We cache this information temporarily in memory to prevent excessive API requests to Discord's API, improve bot performance, and avoid rate limiting issues.

Cache Duration

  • • Guild data: 5 minutes
  • • Channel data: 2 minutes
  • • Role data: 5 minutes
  • • User data: 10 minutes
  • • Member data: 1 minute

This cached data is automatically cleared when the cache expires, the bot leaves your server, or the bot is restarted.

When You Create or Close a Ticket

When a ticket is created or closed in your server, we collect and store:

  • Ticket Information: Ticket number, channel ID, user ID, category name, status, creation date, and close date
  • Message Content: All messages sent within the ticket channel
  • Participant Information: Username, user ID, and avatar information for all participants
  • Ticket Transcripts: Complete conversation history formatted as HTML

This information is stored in our database to generate ticket transcripts, provide ticket history and analytics, and support ticket management features.

When You Use the Web Dashboard

When you log into our web dashboard using Discord OAuth, we collect:

  • Your Discord Account Information: User ID, username, avatar, and email (if provided by Discord)
  • Server Membership Information: List of all Discord servers you are a member of, including server names, icons, and your permissions in each server

We use this information to verify your identity and permissions, display servers you can manage, and provide access to server-specific dashboard features. This information is cached for 5 minutes to reduce API calls.

How We Use Your Information

We use the collected information solely for:

  • Bot Operation: Providing ticket management functionality
  • Performance Optimization: Caching to reduce Discord API calls
  • Service Delivery: Generating transcripts, managing tickets, and providing dashboard access
  • Analytics: Understanding bot usage (aggregated, anonymized data)

We do NOT:

  • Sell your data to third parties
  • Use your data for advertising
  • Share your data with other services
  • Store data longer than necessary

Data Storage

Database Storage

  • • Location: Hosted on our secure servers
  • • Encryption: All data is encrypted at rest
  • • Backup: Regular encrypted backups are performed

Cache Storage

  • • Location: In-memory (server RAM)
  • • Persistence: Cache is cleared on bot restart
  • • Expiration: Automatic expiration based on TTL (Time To Live)

Data Retention

  • • Active Tickets: Stored until the ticket is closed
  • • Closed Tickets: Archived after 30 days, permanently deleted after 1 year
  • • Cached Data: Automatically expires based on TTL (1-10 minutes)
  • • Server Data: Removed immediately when the bot leaves your server

Your Rights

You have the right to:

  • Access Your Data: Request a copy of all data we have about you
  • Delete Your Data: Request deletion of your data
  • Remove the Bot: Removing the bot from your server automatically deletes all associated server data
  • Opt-Out: Stop using the bot at any time

Data Security

We implement industry-standard security measures:

  • Encryption: All data is encrypted at rest and in transit
  • Access Controls: Only authorized personnel have access to data
  • Regular Updates: Security patches and updates are applied regularly
  • Monitoring: We monitor for security threats and unauthorized access

Third-Party Services

We use the following third-party services:

  • Discord API: For bot functionality and authentication
  • PostgreSQL: For database storage
  • Next.js/Vercel: For web dashboard hosting

These services have their own privacy policies, and we encourage you to review them.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. For significant changes, we may notify users via Discord.

Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us through your Discord server or support channel.

By using TicketBot, you agree to this Privacy Policy.

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