Published 11 September 2026. Version 1.0. Contractual terms take effect through the applicable agreement mechanism.
1. Who we are
This notice applies to Triage Helper, 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 Triage Helper, 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 Triage Helper, 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
Triage Helper reads permitted Open and Pending tickets, conversations and requester-role information to explain unassigned work, requester waiting and stale agent follow-ups. It uses ticket IDs and subjects, workspace/agent/group IDs, status and priority, resolution deadline timestamps, conversation source/author/public-private state/timestamps and requester is_agent evidence. It also uses current Freshservice host and agent identity and administrator settings.
API responses may transiently contain message bodies, private-note text and personal profiles. The app discards those fields rather than using their text for ranking. Ticket subjects displayed in the queue can contain personal information. No automatic ticket edits, replies, notes, reminders or assignment changes are made.
4. Product data retained
Ticket snapshots and temporary author-role results are kept in the app's browser memory. The app has no application backend, analytics service, persistent ticket database or persistent browser ticket cache. It does not export ticket data. Freshworks manages OAuth and installation settings, including workspace IDs and thresholds. Freshworks platform logs, token lifecycle and retained installation information are governed by its applicable services and terms; we do not claim to control those retention periods.
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.
Triage Helper 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
The app replaces its in-memory snapshot after a successful refresh and clears or discards data on detected access or identity loss. A failed refresh can retain the prior snapshot with an explicit warning. Closing the app releases its in-memory state; the app has no persistent ticket cache to restore. Freshworks controls its own settings, OAuth, logs and backup lifecycle.
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 Freshworks processing 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
Triage Helper uses read-only scopes, authenticated HTTPS GET requests, strict host and identifier validation, bounded pagination and request budgets, validated configuration and responses, conservative error handling and text rendering. Requests bind to the current Freshservice host; identity changes cancel or discard earlier results.
No system is guaranteed absolutely secure. See the Triage Helper 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.