This article answers the questions IT, compliance and customers usually ask about IntelliDesk: where data lives, who else handles it, how it's secured, and your rights under POPIA and GDPR. The full details are in our Privacy Policy (intellidesk.co/privacy), POPIA page (intellidesk.co/popia) and Data Processing Agreement (intellidesk.co/dpa).
Who runs IntelliDesk
IntelliDesk is operated by i60 (i60.co), a South African business. Our Terms of Service are governed by South African law.
Where your data is stored
Your workspace's data (tickets, messages, contacts, projects and settings) is stored in IntelliDesk's database, which is hosted by Convex in the EU West 1 region. The app itself is served by Vercel.
Because our service providers are outside South Africa, your data may be processed in the European Union or the United States. Our agreements with them include standard contractual clauses or equivalent protections.
Who else handles your data
We use these service providers (sub-processors), only to run IntelliDesk:
- Convex: database and backend.
- Vercel: app hosting.
- Clerk: sign-in, user accounts and workspace membership.
- Stripe: payments. Card details are never stored by IntelliDesk.
- Twilio SendGrid: system emails such as notifications.
- Google (Gmail) and Microsoft (Outlook / Microsoft 365): only if you connect a mailbox from them.
- AI providers (OpenRouter, TypeSafe, Anthropic, and the model providers reached through OpenRouter): only when AI features are used. See What data does the AI see? AI and your privacy.
Some integrations only receive data if you connect them: Meta (WhatsApp), Slack, and Trello or Zendesk for imports. The current list of sub-processors is kept on our POPIA page.
We don't sell, rent or trade your data, and IntelliDesk doesn't use customer data to train AI models. We give customers at least 30 days' notice before adding or replacing a sub-processor.
How it's protected
- Encryption in transit: all traffic uses HTTPS (TLS).
- Encryption at rest for secrets: API keys, email-account tokens and IMAP passwords are encrypted (AES-256-GCM).
- Separation between workspaces: every piece of data belongs to one workspace, and every request is checked against it, so one company can never see another's data.
- Role-based access: agents only see the help desks they're members of. Observers can look but not change anything. See Setting up your workspace: team, desks and roles.
- Audit trail: changes across tickets and the workspace are recorded under Settings → Audit Log.
To report a security vulnerability, email security@intellidesk.co.
Your mailbox data
If you connect Gmail, we use your email only to run your helpdesk. We don't use Gmail data for advertising and don't use it to train AI models. If you disconnect a mailbox, the stored email data for that connection is deleted within 30 days.
Your rights under POPIA and GDPR
Under POPIA (South Africa) and GDPR (EU/EEA), you can ask to see the personal information we hold about you, have it corrected or deleted, object to how it's processed, and, under GDPR, receive a copy of it. Email privacy@intellidesk.co; we respond within 30 days. Our Information Officer can be reached at the same address.
For the data in your workspace (your customers' tickets and contacts), your company is the responsible party and IntelliDesk processes it on your behalf. That's what our Data Processing Agreement covers. It's included in our Terms by reference. If you need a signed copy, print it from intellidesk.co/dpa, sign it and send it to privacy@intellidesk.co; we'll countersign and return it.
How long data is kept
- Workspace data is kept while your account is active, and is available for export for 90 days after the account is closed, then permanently deleted. See How do I cancel my subscription, and what happens to my data? for what happens when you leave.
- Tickets you delete stay in Settings → Deleted Tickets for 30 days, where they can be restored or permanently deleted, and are then removed for good.
- Billing records are kept as required by financial and tax law.
Related: How do I cancel my subscription, and what happens to my data? · Exporting your data from IntelliDesk · What data does the AI see? AI and your privacy