Privacy Policy

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.

When you invite TicketBot to your server

We automatically collect and temporarily cache information supplied by Discord so the bot can operate efficiently:

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

This cache reduces unnecessary Discord API requests, improves bot performance, and helps prevent rate limiting.

When you create or close a ticket

We collect and store the information needed to operate tickets and provide history:

• Ticket information: Ticket number, channel ID, user ID, category name, status, creation date, and close date.
• Message content: Messages sent within the ticket channel.
• Participant information: Username, user ID, and avatar information for participants.
• Ticket transcripts: The conversation history formatted as HTML.

This information is used to generate transcripts, provide ticket history and analytics, and support ticket-management features.

When you use the web dashboard

When you sign in through Discord OAuth, we collect:

• Discord account information: User ID, username, avatar, and email if Discord provides it.
• Server membership information: The Discord servers you belong to, including their names, icons, and your permissions.

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

We use collected information to provide and improve TicketBot:

• Bot operation: Providing ticket-management functionality.
• Performance optimization: Caching data to reduce Discord API calls.
• Service delivery: Generating transcripts, managing tickets, and providing dashboard access.
• Analytics: Understanding usage through aggregated, anonymized data.

Database storage

• Location: Hosted on our secure servers.
• Encryption: Data is encrypted at rest.
• Backups: Regular encrypted backups are performed.

Cache storage

• Location: In-memory server storage.
• Persistence: Cache is cleared when the bot restarts.
• Expiration: Cache expires automatically according to its time to live.

• Active tickets: Stored until the ticket is closed.
• Closed tickets: Information about closed tickets is retained indefinitely so transcripts remain available to users.
• Cached data: Automatically expires after one to ten minutes, depending on the data type.
• Server data: Removed when the bot leaves your server.

You may:

• Access your data: Request a copy of the data we have about you.
• Delete your data: Request deletion of your data.
• Opt out: Stop using TicketBot at any time.

We implement security measures intended to protect information handled by the service:

• Encryption: Data is encrypted at rest and in transit.
• Access controls: Data access is limited to authorized personnel.
• Regular updates: Security patches and updates are applied regularly.
• Monitoring: We monitor for security threats and unauthorized access.

TicketBot relies on third-party services to operate:

• Discord API: Bot functionality and authentication.
• PostgreSQL: Database storage.
• Next.js/Vercel: Web dashboard hosting.

These services maintain their own privacy policies, which we encourage you to review.

We may update this policy from time to time. Changes will be published on this page with a revised document date. For significant changes, we may also notify users through Discord.

If you have questions about this policy or our data practices, contact us through the TicketBot support server.