Privacy Policy — Support Tickets
Dohko Technology respects its users' privacy and is committed to protecting personal data, in accordance with the Brazilian LGPD.
1. What the application reads from Bitrix24
Deals in the pipeline chosen as the ticket desk (title, stage, assignee, dates, fields chosen by the administrator), their linked contact and company (name, phones, emails), timeline comments and activities of those deals, stage history and user names.
2. What the application writes to Bitrix24
Its own deal fields (priority, ticket type, channel, tags and resolution), the "Tickets" pipeline when the administrator asks, stage, assignee and field changes made in the helpdesk, internal notes (comments), sent emails (CRM activities) and Bitrix24 bell notifications about new tickets and deadlines.
3. Data we store
A working copy of the pipeline tickets (for the queue and metrics), the timeline of changes made in the helpdesk (up to 400 days), the queue of pending writes, the helpdesk configuration (pipeline, fields, deadlines, rules, templates), the agent list and their availability. WhatsApp conversation text is not stored by the helpdesk: it is read from WhatSafe Hub when the ticket is opened.
4. Credentials
Bitrix24 OAuth tokens (from the installation and from each agent, to write on their behalf) are encrypted on the server and deleted when the application is uninstalled. Communication with WhatSafe Hub uses digital signatures between Dohko servers.
5. Security
Communication with Bitrix24 uses HTTPS. In the deal tab, each user only sees the ticket they can open in Bitrix24. The helpdesk and settings are restricted as described in the Terms of Use.
6. Deletion
After uninstalling, the working copy of tickets is deleted within 30 days. Data can be deleted earlier on request through support: (11) 4293-0188. Your CRM deals remain there.