Security and data handling, without vague promises.
The current architecture, concrete controls, service providers, known limitations, and route for reporting a security concern.
Current safeguards
- TLS for the website, app, API, and provider webhook traffic.
- Application encryption for Resend API keys and webhook secrets, backed by managed production key storage.
- Workspace-scoped authorization and explicit owner, admin, agent, and viewer permissions.
- Resend webhook signature checks and provider-message deduplication before messages are stored.
- Inbound HTML sanitization before customer email is displayed in the app.
- Masked website analytics with no session recording and no customer message content.
Who supports the service and what they receive.
| Provider | Purpose | Processing scope |
|---|---|---|
| Microsoft Azure | API, PostgreSQL database, application secrets, and production operations | Primary workspace data is deployed in North Europe. |
| Cloudflare | Website and app delivery, TLS, caching, and edge security | Requests may pass through Cloudflare's global edge network. |
| Resend | Product email and customer-directed inbound and outbound email integration | Message processing follows the connected Resend account and workspace configuration. |
| Optional account sign-in | Used only when a person chooses Google authentication. | |
| Paddle | Merchant of record, checkout, taxes, invoices, and subscription billing | Paddle is an independent controller for payment and transaction records. |
| PostHog EU Cloud | Masked public-site analytics and aggregate Core Web Vitals | No session recording, visible page text, URL queries, or workspace message content. |
Retention and deletion
Workspace data is kept while the service is active and for the limited closure, security, billing, and legal period described in the privacy policy. Verified owners can request export or deletion; self-service export is not yet available.
Incident handling
Confirmed incidents are contained, investigated, documented, and communicated to affected customers without undue delay when workspace personal data is involved.
Security reports
Report a suspected vulnerability through the contact page with reproduction steps and impact. Do not access other customers' data or run disruptive tests.
Current assurance level
ReTicketDesk does not currently claim its own SOC 2 or ISO 27001 certification. It uses managed providers with established security programs, but provider certifications do not automatically certify ReTicketDesk. Customers with a formal review can request current architecture and control answers without sending production secrets over email.
Contractual processing terms are available in the public DPA and data-use details are in the privacy policy.