Privacy Policy

1. Introduction

This Privacy Policy describes how BuiltByTerra collects, uses, and stores information when you use Tickit. We are committed to handling your data responsibly and transparently.

2. Data We Collect

We collect only the data necessary to operate Tickit:

• Guild (Server) ID — to store and retrieve your server's configuration settings.
• Channel IDs and Category IDs — the panel channel and log channel set via /setup, and the Discord category channels set per ticket category via /settings category.
• Role IDs — staff roles assigned per ticket category via /settings category to determine ticket access permissions.
• User IDs — the Discord user ID of ticket openers, staff who claim or close tickets, and members who request that a ticket be closed, used to manage permissions and generate transcripts.
• Message content within tickets — messages sent inside ticket channels, including the filenames of any attachments (not the files themselves), logged solely for the purpose of generating transcripts when a ticket is closed.
• Ticket metadata — ticket category, open/close status, timestamps, claim status, and close-request status.
• Error diagnostics — if something fails, a short technical record of the error (which may include the server and user id involved) is written to an internal log and automatically deleted after 30 days.

We do not collect message content outside of active ticket channels.

3. How We Use Data

Collected data is used solely to:

• Operate and deliver the ticket management features of Tickit.
• Generate and deliver ticket transcripts to the log channel and DMing the ticket opener on close.
• Store per-server configuration so settings persist across bot restarts.
• Enforce the one-open-ticket-per-category limit per user to prevent duplicate tickets.
• Track ticket lifecycle events (open, claim, close) in the server's log channel.
• Diagnose faults: error records are used only to find and fix bugs, and are never used to build a profile of anyone.

We do not sell, share, or disclose your data to third parties for marketing or advertising purposes.

4. Data Storage and Security

Data is stored in a PostgreSQL database with encrypted connections (SSL/TLS). We take reasonable technical measures to protect stored data from unauthorized access. However, no system is completely secure, and we cannot guarantee absolute security.

5. Data Retention

Ticket message content is stored only while a ticket is open, solely to build its transcript. When a ticket is closed, that stored content is deleted from our database once the transcript is confirmed delivered to your log channel, normally within moments of closing. If delivery fails (for example, the log channel was deleted), the content is kept and retried for 24 hours, then discarded — past that point the log channel is not coming back, and holding your messages longer would be retention without a purpose. Server configuration and ticket metadata are retained while Tickit remains in your server. If Tickit is removed, all of that server's data is automatically and permanently deleted 7 days after removal; re-adding Tickit within those 7 days cancels the scheduled deletion. You may also request immediate deletion at any time (see Section 8).

6. Third-Party Services

Tickit operates within the Discord platform and is subject to Discord's Privacy Policy. We do not integrate with other third-party data processors beyond the database provider used to store operational data.

7. Children's Privacy

Tickit is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13. If you believe a child under 13 has provided data, please contact us so we can remove it.

8. Your Rights and Data Requests

You may request access to, correction of, or deletion of your data at any time. For server administrators, this includes all data associated with your guild ID.

To submit a data request, join our Discord community and open a support ticket with your Discord server ID or user ID.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of Tickit after changes constitutes your acceptance of the revised policy.

10. Contact

For questions, concerns, or data requests, join our Discord community.