Privacy Policy

GlassDesk (“GlassDesk,” “we,” “us,” or “our”) provides a customer-support and team-collaboration platform, including the GlassDesk web dashboard, the embeddable chat widget, and the GlassDesk mobile app (together, the “Service”). This Privacy Policy explains what information we collect, how we use it, and the choices you have.

GlassDesk is a business tool. Organizations (our “Customers”) use it to support their own customers and to coordinate their staff. Where we process information on a Customer’s behalf (for example, the content of a support conversation) we do so as a processor under the Customer’s instructions, and the Customer’s own privacy policy also applies.

Information we collect

Account information. Name, email address, role, organization, and a securely hashed password for staff accounts.
Support content. Tickets, emails, live-chat messages, call recordings and transcripts where enabled, internal notes, and files or images attached to any of them.
Visitor information. When someone uses a Customer’s chat widget, the name and email they provide, the pages they chat from, and basic technical data such as browser type and IP address.
Device and notification data. Push-notification tokens and a basic device label, used only to deliver notifications.
Security and usage logs. Sign-in events, IP addresses, timestamps, and standard server logs used to keep accounts and the platform secure and reliable.
Cookies and local storage. Used to keep you signed in and to remember preferences. We do not use advertising cookies.

How we use information

To provide, operate, maintain, and improve the Service.
To authenticate users and protect accounts, including verification codes for new sign-in locations.
To deliver messages, tickets, calls, and notifications.
To provide optional AI-assisted features (such as suggested replies or summaries) where a Customer has enabled them.
To diagnose problems, prevent abuse, and secure the platform.
To communicate with you about the Service, including changes to it.
To comply with legal obligations.

We do not sell personal information, and we do not use it for advertising.

How information is shared

Content is visible to authorized members of the relevant Customer organization as needed to operate the Service. We share information with service providers who process it on our behalf, under contract, solely to run the Service: for example cloud hosting and storage, email delivery, telephony, push-notification delivery, and AI model providers for features a Customer has enabled.

We may disclose information if required by law, to enforce our agreements, or to protect the rights, safety, and security of GlassDesk, our Customers, or the public. If GlassDesk is involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction, subject to this policy.

Data retention

We keep information for as long as the Customer’s account is active or as needed to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements. Customers can delete content or request deletion of their account data.

Security

We use industry-standard safeguards, including encryption in transit (HTTPS/TLS), hashed passwords, access controls, and verification for sign-ins from new locations. No method of transmission or storage is completely secure, but we work to protect your information and review our practices regularly.

Your rights and choices

Depending on where you live, you may have the right to access, correct, export, restrict, object to, or delete your personal information, and to complain to a data-protection authority. If you used GlassDesk through an organization, or contacted an organization through its chat widget, please direct requests to that organization first; we will help them respond. You can turn off push notifications at any time in your device settings.

Children’s privacy

The Service is a business tool and is not directed to children. We do not knowingly collect personal information from children under 13, or the minimum age required in your jurisdiction.

International transfers

Your information may be processed in countries other than your own, which may have different data-protection laws. Where required, we use appropriate safeguards for those transfers.

Changes to this policy

We may update this Privacy Policy from time to time. We will revise the “Last updated” date and, where appropriate, give additional notice.

Contact us

Questions about this Privacy Policy or our data practices can be sent to [email protected].