Duplicate Ticket Merge
Privacy Policy
What the extension does
Duplicate Ticket Merge runs inside your Zoho Desk account. It reads tickets and contacts in the departments you open, to find likely duplicates, and — only when a user confirms — calls the Zoho Desk merge API and adds a private comment to the master ticket.
Data we collect
None. Atesen Software operates no server for this extension. All requests go from the user's browser to the Zoho Desk API through Zoho's own connection and authorization. We do not receive, store, sell or share your ticket, contact or account data. The extension contains no analytics or tracking code.
Data stored by the extension
Your settings (the matching window in days, the similarity threshold, whether closed tickets are included, and whether merging is enabled) are saved by Zoho Desk as the extension's installation settings, inside your Zoho Desk organization. They are removed when the extension is uninstalled.
When a merge runs, the extension adds a private comment to the master ticket. It lists the merged ticket numbers, the matching rule, the time and the name of the agent who confirmed the merge. This comment is stored in your Zoho Desk account like any other comment, and you can edit or delete it there.
Permissions
The extension requests Zoho Desk scopes to read tickets, contacts, departments and search results, and to update tickets (merge and add comments). It uses them only for the features described above.
Third parties
The extension loads Zoho's own extension SDK from Zoho's servers. It loads no other external scripts, fonts or services.
Payments
Purchases and billing are handled by Zoho Marketplace. We do not receive your payment details.
Support communications
If you email us, we keep your email address and message only to answer you, and delete support threads 24 months after the last message. We never ask for your Zoho password or API tokens; do not send them.
Your rights
Because we hold no data from the extension, there is nothing for us to export or delete from it. For support emails, write to support@atesensoftware.com and we will send you a copy or delete them.
Changes
We will post changes on this page and update the date above.