Freshdesk (Legacy)

Description Features Permissions Security & Compliance

Freshdesk (A product of Freshworks Inc.) is a multi-channel customer support solution that brings helps you deliver support across channels (Phone, email, chat, social, forums and more)We have launched a newer version of the integration. Please visit https://freshworks.com/slack to check it out. Integrating Freshdesk and Slack allows you to keep various groups on Slack updated about the status of tickets in your helpdesk. You can use Freshdesk’s powerful automation systems to keep your team in sync with ticket changes in your helpdesk. With this app, you can:* Use Dispatch’r and Observer automations to post messages about tickets in your organisation’s public Slack channels automatically so that your team is aware of what is happening.
* Use the same automations to post to a private channel if you wish to keep a select group of users updated about specific ticketing events. You can even use this feature to link a Freshdesk Group to a mirroring Slack Group.
* Send Direct Messages (DMs) to support agents about tickets that have been assigned or updated in their queue.
* Use the Freshdesk “Create Ticket” slash command to convert Direct Message (DM) discussion with peers and customers directly to support tickets.

Permissions

Freshdesk (Legacy) will be able to view:

Freshdesk (Legacy) will be able to do:

Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Center.

General

Privacy & data governance

Data retention policy

We will retain Personal Data only as long as is necessary for the purposes for which it is collected, as set out in this Notice. We will also retain it as necessary to comply with our legal obligations, for legal and litigation purposes, to maintain accurate financial and other records, deal with complaints, and enforce our agreements. Generally, in respect of Personal Data that we process in connection with the supply of our Services, we may retain your Personal Data for up to six years from the date of supply of the relevant Services and in compliance with our data protection obligations. We may then destroy such files without further notice or liability. Where we process any other Personal Data, we will generally retain relevant Personal Data for up to three years from the date of our last interaction with you (and in compliance with our data protection obligations). We may then destroy such files without further notice or liability. If any Personal Data is only useful for a short period (e.g., for a specific activity, promotion or marketing campaign), we will not retain it for longer than the period for which it is used by us. If you have opted out of receiving marketing communications from us, we will need to retain certain Personal Data on a suppression list indefinitely so that we know not to send you further marketing communications in the future. However, we will not use this Personal Data to send you further marketing unless you subsequently opt back in to receive such marketing. Should you apply to work for us, we will retain data from your application for a limited period for record keeping and legal purposes. We may (subject to the laws in your jurisdiction) also retain your data in order to contact you if a role arises for which we think you would be suitable. Further information about this will be provided during the application process and we will ask for consent where necessary according to local law. The above examples may vary in some cases due to local laws, liability periods and mandatory retention requirements. For example, if certain information needs to be retained for longer according to local laws, regulations or because different legal limitation periods apply, then we will keep the Personal Data for these longer periods. Please refer the following URL for more information: https://www.freshworks.com/privacy

Data archiving and removal policy

Freshworks is committed to protecting the privacy of individuals and providing them with clear choices regarding the use and disclosure of their personal data. In accordance with the Data Privacy Framework (DPF) principles, we offer the following options to individuals to manage their personal data: 1. Consent and Opt-Out: Individuals have the right to opt out of (i) the disclosure of their personal data to third parties (except when required by law) and (ii) the use of their data for purposes materially different from those for which it was originally collected or subsequently authorized. 2. Sensitive Data: For the collection and processing of sensitive personal data (such as information on health, racial or ethnic origin, political opinions, religious beliefs, or trade union membership), we will obtain explicit opt-in consent before sharing the data with third parties or using it for a different purpose. 3. Managing Preferences: Individuals may exercise their choices by contacting us at support@freshworks.com . We will process opt-out requests promptly and in accordance with applicable regulations. 4. Access and Correction: Individuals have the right to access, correct, or delete their personal data by submitting a request to support@freshworks.com. We will respond within a reasonable timeframe as required by DPF guidelines. In compliance with the EU-U.S. DPF, the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF, Freshworks commits to resolve DPF Principles-related complaints about our collection and use of your personal information. EU and UK individuals and Swiss individuals with inquiries or complaints regarding our handling of personal data received in reliance on the EU-U.S. DPF and the UK Extension to the EU-U.S. DPF, and the Swiss-U.S. DPF should first contact Freshworks at: support@freshworks.com. If you no longer wish to receive marketing communications from Freshworks, you may click on the “unsubscribe” link located on the bottom of our marketing emails or you can contact us at support@freshworks.com. When using our Mobile Applications, you also have the option to turn off push notifications. If you would like to object to the use of your Personal Data for analytics, you can contact us at support@freshworks.com To opt out of the use of cookies, please see update your preferences here. You have the right to opt-out of the sharing of your personal data with third partiesfor purposes not essential to the delivery of our services. To exercise this option, you can contact us at support@freshworks.com. We will only process sensitive personal data with your explicit, affirmative consent. This includes any data related to health, ethnicity, political opinions, or similar categories. If we receive sensitive personal data from third parties, we will treat such data with the same safeguards and restrictions applied to data collected directly from individuals. Please refer the following URL for more information: https://www.freshworks.com/privacy

Data storage policy

We use appropriate technical and organizational measures to protect the Personal Data that we collect and process. We have implemented information security policies, rules and technical measures to protect the Personal Data under our control from unauthorized access, improper use or disclosure, unauthorized modification and unlawful destruction or accidental loss. In addition, all our employees and data processors (i.e. those who process your Personal Data on our behalf) are obliged to respect the confidentiality of the Personal Data of all users of our Website and those who purchase our Services. The measures we use are designed to provide a level of security appropriate to the risk of processing your Personal Data. While information security risks are always evolving, so are the controls. The controls, so implemented, are periodically reviewed as part of internal and external audits. If you have any questions about this Privacy Notice or our privacy practices, you can contact us at dpo@freshworks.com or via postal mail at Freshworks Inc., 2950 S.Delaware Street, Suite 201, San Mateo, CA 94403 at the attention of the Data Protection Officer with a copy to dpo@freshworks.com Please refer the following URL for more information: https://www.freshworks.com/privacy

App/service has sub-processors

yes

Guidelines for sub-processors

https://www.freshworks.com/privacy/sub-processor/

App/service uses large language models (LLM)

Certifications & compliance

Data deletion request procedure

If you seek to exercise the foregoing rights to access, correct, or delete Personal Information, please contact us at dpo@freshworks.com or write to us here. We respond to all requests we receive from you wishing to exercise your rights within a reasonable timeframe in accordance with applicable data protection laws. By writing to us, you agree to receive communication from us seeking information from you in order to verify you to be the consumer from whom we have collected the Personal Information and such other information as reasonably required to enable us to honor your request. If you are a resident of California, Colorado, or Connecticut, you may, under certain circumstances, authorize another individual or a business, called an authorized agent, to make requests on your behalf. (Authorized agents in California must be registered with the California Secretary of State.) The request should include your contact information and describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it. In addition, you should provide sufficient information that allows us to reasonably verify that you are the person about whom we collected the personal information or an authorized representative of that person. In order to protect the security of your personal information, we will not honor a request if we cannot verify your identity or authority to make the request and confirm that the personal information relates to you. The method used to verify your identity will depend on the type, sensitivity, and value of the information, including the risk of harm to you posed by any authorized access, correction, or deletion. Generally speaking, verification will be performed by matching the identifying information provided by you to the personal information that we already have. Any disclosures we provide will only cover the 12-month period preceding receipt of your request (and will not be made more than twice in a 12-month period). If we cannot comply with a request, or cannot fully comply with a request, the response we provide will also explain the reasons we cannot comply. Appeals Residents of Colorado, Connecticut, and Virginia have the right to appeal a denial of their request by contacting us as described in the notice of denial.

HIPAA compliant

yes

While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.

Security