1. Who we are
This notice applies to Freshservice Work Next, its Freshworks Marketplace/customer administration and direct Product support.
The provider is Will Perry trading as PezTech Software, a sole trader in the United Kingdom.
Privacy contact: support@peztechsoftware.co.uk Website: https://peztechsoftware.co.uk Correspondence address: [The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY, England].
The separate website privacy information applies to ordinary visits to peztechsoftware.co.uk. Freshworks also processes information under its own applicable agreements and privacy information.
2. Our roles
For Freshservice ticket and conversation data processed by Work Next, the Customer normally determines the purposes and essential means. The Customer is therefore the controller, or a processor acting for another controller.
Where PezTech Software processes personal data on behalf of the Customer in providing Work Next, PezTech Software acts as the Customer's processor under the Customer DPA. Freshworks separately provides the Freshservice platform and processes data under the Customer's agreement with Freshworks. PezTech Software does not describe itself as a Freshworks sub-processor unless Freshworks confirms that contractual relationship applies. This notice does not re-label or amend the Customer's relationship with Freshworks.
PezTech Software acts as controller for its own Marketplace/customer administration, direct support correspondence, contractual records, security or privacy incident handling, accounting, legal compliance and ordinary business administration.
3. Product data read and used
Work Next uses assigned-ticket and conversation information to show the signed-in agent an explainable ranked queue, Smart Views and optional waiting follow-up recommendations. Ticket information used can include ticket and workspace identifiers, subject, native status, Freshservice Priority, assignee, creation and update times, active SLA deadlines and valid escalation flags.
Conversation information used can include conversation identifiers, public/private state, direction and timestamps. Freshservice responses can transiently contain additional metadata, conversation bodies, private notes and participant details. Work Next does not use conversation bodies or participant names to rank tickets.
The Product also uses the signed-in agent identifier, validated Freshservice account context and administrator configuration. Ticket subjects displayed in the browser may contain personal information.
Work Next does not automatically edit tickets, reply, send reminders, change assignment, status or priority, create notes or close tickets. Its ranked recommendations do not make decisions with legal or similarly significant effects about individuals.
4. Product data retained
Freshworks-hosted app storage retains:
- tenant-isolated administrator status mappings, follow-up settings, labels and Stale threshold;
- bounded derived cache records containing compact ticket identifiers, update/status values, derived conversation state, counts and response timestamps;
- waiting-observation timestamps, status/class and reliability markers needed for continuity; and
- validated account-host and schema markers used to prevent ordinary cross-account cache reuse.
Waiting timestamps record when Work Next first observed a maintained waiting state. They are not complete Freshservice status history, and changes between observations can be missed.
The derived cache does not intentionally retain ticket subjects, full conversation bodies, private-note text, requester or participant names and email addresses, attachments, raw API responses, raw error bodies, passwords, access or refresh tokens, authorisation headers or deployment credentials.
5. Purposes and lawful bases
Customer Personal Data is processed on documented Customer instructions to provide, secure and troubleshoot the Product. The Customer is responsible for its own lawful basis and transparency to its users and other data subjects.
Where PezTech Software acts as controller, it uses information as necessary for a contract or steps requested before a contract; for legitimate interests in proportionate customer administration, support, security and legal-claim management; and to comply with legal obligations such as accounting and tax requirements. No direct-marketing purpose is included in this notice.
6. Sources and recipients
Product data comes from the Customer's Freshservice account, the signed-in agent, administrator settings and the Product's own derived observations. Marketplace and commercial records may come from Freshworks. Support information comes from the person or organisation contacting us.
Recipients are limited to those needed for these purposes:
- Freshworks for Freshservice, Marketplace, billing and hosted app-platform functions under applicable Freshworks terms;
- Microsoft 365 for email sent deliberately to support@peztechsoftware.co.uk;
- professional advisers under confidentiality where reasonably necessary; and
- regulators, courts or public authorities where disclosure is legally required.
Work Next has no PezTech-operated application backend, external ticket database, advertising service, analytics service or tracking service receiving ticket data. Support information remains local to the user until deliberately shared.
7. Retention
A complete assigned-ticket refresh removes cache records no longer present in that agent's assignment population. An incomplete retrieval does not prove absence, so unseen records are not aggressively removed. Capacity controls can reduce or evict derived evidence and disclose lost continuity.
The Product sets no time-to-live or fixed maximum age for its stored configuration, cache or waiting observations. Automatic deletion, backup deletion timing, OAuth revocation and restored state after uninstall/reinstall depend on Freshworks platform behaviour and are not promised here.
PezTech Software applies these business-record periods:
- normal support correspondence: two years after the case closes;
- security/privacy incident records: six years after closure;
- contracts, DPA/app-terms acceptance evidence and related records: six years after the customer relationship ends;
- ad-hoc Marketplace customer/licensing exports: delete within 12 months unless a documented continuing legal or business need applies; and
- accounting and tax records: six years, subject to any overriding legal requirement.
Approved policy versions and decision history are retained as needed to evidence the applicable customer and legal position.
8. International processing
Freshworks, Microsoft and other necessary providers may process information in more than one country under their applicable contracts, data-protection terms and transfer safeguards. PezTech Software does not claim that all processing remains in the United Kingdom.
Exact Work Next app-storage countries, replicas, backups, encryption-at-rest arrangements, Freshworks subprocessors and transfer mechanisms are platform facts governed by applicable Freshworks information. They are not inferred from a tenant domain or request endpoint.
9. Security
Work Next uses read-only scopes, authenticated HTTPS GET requests, strict host and identifier validation, bounded pagination and request budgets, validated configuration/cache structures, conservative error handling and text rendering. Cache records include tenant and agent separation controls.
No system is guaranteed absolutely secure. See the Work Next Security page for current factual controls and safe reporting guidance.
10. Your rights
Depending on applicable law and our role, individuals may have rights to access, correct or erase personal data, restrict or object to processing, receive portable data and complain to a supervisory authority.
For Customer-controlled Freshservice data, contact the Customer's authorised administrator first. PezTech Software will assist the Customer as required by the DPA. For PezTech-controlled support or business records, email support@peztechsoftware.co.uk. We may need proportionate information to verify identity and authority. You can complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint/. You may also have a right to complain to another competent supervisory authority.
Do not send passwords, tokens, private conversation history, full API responses or unnecessary ticket content with a privacy request.
11. Changes
This notice may be updated when the Product, providers, processing or law changes. The current version and effective date will be shown on this page. Material changes will be communicated through an appropriate Marketplace, Product or customer channel where required.