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, the staff roles assigned per ticket category via /settings category to determine ticket access permissions. A category can carry as many as the server needs.
• Panel and ticket wording, the title and description you set for the ticket panel, the image, GIF or video you uploaded for it, the first-message wording set per category with /ticket-message, and whether members may close their own tickets in each category. All of it is written or chosen by an administrator, never taken from a member. The uploaded panel file is kept in our database as well as on the panel message in your server, so that re-posting or moving the panel does not lose it. It is used for nothing but rendering your own panel, and is deleted with the rest of your server's data.
• 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. Editing a message updates the stored copy to its latest text, the transcript shows what a message ended up saying, marked as edited, never a history of earlier drafts.
• 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.
• Operational analytics, the id and name of each server Tickit is in, that server's member count, and the dates Tickit was added to or removed from it, plus hourly totals of how many times each command was used. Command totals are counts only: they record that a command ran forty times in an hour, never who ran it, what they typed, or which server they ran it in.
• Product announcements, when we post an update about Tickit in your server we record which server received it, when, and the id of the message itself, so that the same update is never posted twice and can be moved if you later choose a different channel for it. Replying to one is entirely optional and only possible for someone with the Manage Server permission; if they do, we store what they wrote along with their Discord user id and handle, and the channel it was written from so that we can answer there. Any answer we send is posted publicly in that channel, never what they wrote to us. Choosing which channel updates should go to records that channel id and who chose it; turning announcements off records the server id and who turned them off, and nothing else. Both are reversible from the same buttons at any time.

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.
• Tell the servers that installed Tickit about changes to it, and read what they choose to write back.

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.

Operational analytics are kept in a database separate from Tickit's feature data. The analytics themselves carry no user identifiers of any kind, no user ids, no message content, and no per-member activity. That same separate database also holds the delivery record for product announcements, anything a server admin chooses to write back to us, and the records of our ambassador program. Those three do include the Discord user id and handle of the person who wrote in, because a message someone sends us has to come from someone; none of them is ever populated without a deliberate action by that person. It is readable only by the developer, through a private dashboard that requires both a randomly generated access token and a time-based one-time code from an authenticator app. That dashboard is excluded from search engines and returns an ordinary "page not found" to anyone who is not signed in. Its database credential can read the analytics and write only the announcement and ambassador records; it cannot reach Tickit's feature data at all. None of this is ever sold, shared, or used for advertising.

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).

This applies to operational analytics with no exception. When Tickitis removed from a server, that server's analytics record, its id, name, member count, and install and removal dates, is permanently deleted on the same 7-day schedule as everything else, from the analytics database as well as the application's own. Announcement records go with it: which updates that server received, whether it turned announcements off, and anything it wrote back to us. Re-adding Tickit within those 7 days cancels the deletion. Nothing about a server that removed Tickit is retained beyond that window.

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.