Privacy Policy

1. Introduction

This Privacy Policy explains how our AI-enhanced Discord Ticket Management System collects, uses, and protects your information. We are committed to ensuring your privacy while providing efficient support services through our bot.

2. Information We Collect

We collect and store only essential information required for ticket management:

• Basic Discord Identifiers:
  • Discord User ID
  • Server (Guild) ID
  • Author ID
• Ticket Information (only if data retention is enabled):
  • Message content
  • Ticket status and metadata
  • Creation and closure dates

3. How We Use Your Information

We use the collected information to:

• Manage and process support tickets
• Provide AI-assisted support responses using OpenAI's GPT-4o
• Maintain temporary ticket history (maximum 30 days)
• Generate ticket transcripts when permitted
• Manage user permissions in ticket channels
• Process administrator-curated knowledge base content

4. Data Storage and Security

We implement strict security measures to protect your data:

• All sensitive data is encrypted at rest using AES-256-CBC encryption
• Message content is stored for a maximum of 30 days
• Users who opt-out of message content storage during ticket creation will not have their message content stored
• No personal information beyond basic identifiers (Discord User ID, Guild ID) is stored
• Conversation data is never used to train AI models

5. Data Retention and Opt-Out

Our data retention policies include:

• Automatic deletion of stored conversations after 30 days
• Option to opt-out of conversation storage when creating a ticket
• Zero-retention option available for complete privacy
• Immediate deletion of non-retained ticket data upon closure

6. Your Rights

You have the right to:

• Opt-out of conversation storage during ticket creation
• Request immediate deletion of your data
• Access your stored information
• Choose zero-retention tickets

7. Contact Us

For privacy concerns or data deletion requests, please contact us at moc.liamg@rdsfinahida. You can also use the opt-out button during ticket creation to prevent data storage.

8. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page and, where appropriate, notified to users through the Discord bot.