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Privacy Policy

Effective date: September 29, 2026

1. Introduction

IntelliDesk ("we", "us", "our") is a helpdesk and project management platform operated by i60 (i60.co). This privacy policy explains how we collect, use, store, and protect your personal information when you use our service at intellidesk.co. We are committed to protecting your privacy and handling your data transparently.

2. Information We Collect

  • Account Information: Name, email address, and organization details provided during registration via Clerk authentication.
  • Email Data: When you connect a mailbox (Gmail, Microsoft 365 / Outlook, or IMAP/SMTP), we access email messages, attachments, and metadata solely to provide helpdesk functionality. This data is only accessed with your explicit consent.
  • Support Ticket Data: Tickets, messages, and related content created by you and your customers within IntelliDesk.
  • Billing Information: Payment details are processed securely by Paystack, and by Stripe for subscriptions created before we moved to Paystack. We do not store credit card numbers. We retain the payment processor's customer and card references and your subscription status. Workspaces created with a free webmail or disposable email address are asked to add a card at the start of the 90-day trial; workspaces created with a business email address are not.
  • Usage Data: Feature usage patterns, session information, and interaction data to improve our service.
  • Analytics & Advertising Measurement (optional): Aggregate page visits and product usage via Google Analytics and Vercel Analytics, plus Google Ads conversion measurement. Optional collection is controlled by your cookie preferences.
  • Campaign Identifiers (optional): If you arrive from an advertisement, we may store first-party campaign identifiers such as Google click IDs (gclid) and UTM parameters in your browser's localStorage so we can measure sign-up attribution. These are stored only after you grant advertising consent in the cookie banner.
  • Cookies: Authentication tokens, preferences, and session data. See our Cookie Policy for details.

3. How We Use Your Information

We use collected information to:

  • Provide, operate, and maintain the IntelliDesk helpdesk and project management service
  • Process and route support tickets between your team and your customers
  • Synchronize email for automatic ticket creation and threaded responses
  • Process payments and manage your subscription
  • Provide optional AI features that your administrators enable (see Section 5)
  • Improve the service, fix bugs, and develop new features
  • Communicate service updates, security notices, and support responses
  • Comply with legal obligations

4. Google API Services — Limited Use Disclosure

IntelliDesk's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Specifically:

  • We only use Gmail data to provide and improve user-facing helpdesk features that are prominent in IntelliDesk's user interface.
  • We do not use Gmail data for advertising, and we do not transfer Gmail data to third parties for advertising purposes.
  • We do not use Gmail data to train artificial intelligence or machine learning models, whether generalized or personalized, including but not limited to data that has been anonymized or aggregated.
  • We do not allow humans to read your Gmail data unless: (a) we have your affirmative agreement for specific messages, (b) it is necessary for security purposes such as investigating abuse, (c) it is necessary to comply with applicable law, or (d) our use is limited to internal operations and the data has been aggregated and de-identified.
  • You may disconnect your Gmail account at any time from IntelliDesk settings, after which all stored email data associated with your connection is deleted.

5. Data Sharing and Sub-processors

We share data with the following service providers solely to operate IntelliDesk:

  • Convex (convex.dev) — Real-time database and backend infrastructure, hosted in the EU West 1 region
  • Vercel (vercel.com) — Application hosting and privacy-focused product analytics (analytics loads only when you grant analytics consent).
  • Clerk (clerk.com) — Authentication and user management
  • Paystack (paystack.com) — Payment processing
  • Stripe (stripe.com) — Payment processing for subscriptions created before we moved to Paystack, until those subscriptions end
  • Twilio SendGrid (sendgrid.com) — System email, such as welcome and verification emails, new-ticket notifications, trial reminders, and contact-form messages
  • Google (google.com) — Gmail API integration (only for customers who connect Gmail), Google Analytics, and Google Ads conversion measurement (only when you grant the corresponding cookie consent).
  • Microsoft (microsoft.com) — Microsoft Graph / Outlook integration, only for customers who connect a Microsoft 365 or Outlook mailbox
  • AI providers — OpenRouter, TypeSafe, Anthropic, and the model providers reached through OpenRouter, only when AI features are used (see AI features below)

Some integrations send data to a third party only when a customer chooses to connect them: Meta (WhatsApp Business Cloud API) for WhatsApp channels, Slack for Slack notifications, and Trello or Zendesk for data imports. If you turn on browser push notifications, notification content is delivered through your browser vendor's push service. The current list of sub-processors is maintained on our POPIA Compliance page.

If you came to us through an i60 sales partner, we record the partner's code against your account and share your company name, contact email and payments with i60's partner programme to pay their commission.

AI features

AI features are optional and are switched on per help desk by the customer's administrators. When one runs, we send the content that task needs to an AI provider: ticket subjects and messages for triage, routing, and reply drafting; chat transcripts and knowledge-base articles for AI answers in live chat and AI first responses to email; and agents' skill notes for "best match" assignment.

  • Your own API key (BYOK). Administrators can add their own Anthropic or OpenRouter API key in Settings. Requests then go to that provider under the customer's own account and terms. AI answers that a customer's end-users see (AI first responses and live-chat answers) only run with the customer's own key.
  • Platform keys. When no customer key is set, agent-facing features (such as reply drafting, summaries, and refinement) and Jev triage and checks use IntelliDesk's own provider accounts: OpenRouter (openrouter.ai), which routes each request to the selected model's provider (for example OpenAI, Anthropic, or Google); and TypeSafe (typesafe.ai), which provides the "Jev" classification model used for AI triage and checks.
  • Help-article search. So the AI can find the right help article however a question is worded, the text of published help articles, and the questions being searched, are converted into search vectors ("embeddings") by OpenRouter, using OpenAI's text-embedding-3-small model, on IntelliDesk's account. Before searching, the question may be reworded (spelling, synonyms) by the customer's own AI provider.
  • Learning from past tickets. When a customer's manager runs "Learn from past tickets", the messages of that help desk's closed tickets are sent to the customer's own AI provider to write a short general question and answer for each (leaving out names and contact, account and order details). Those questions are converted into search vectors by OpenRouter as above, and checked by Jev, to suggest help articles. Suggestions are only published when a person approves them.
  • IntelliDesk does not use customer data to train AI models. Each AI provider handles the data it receives under its own terms.

We do not sell, rent, or trade your personal data. We do not share data with advertisers beyond the aggregate conversion measurement signals described above. We only share data with sub-processors as necessary to provide the service, and each sub-processor is bound by data protection obligations.

You can change your analytics and advertising consent at any time via the "Cookie preferences" link in the site footer.

6. Data Retention

  • Account data: Retained while your account is active. Deleted upon request or 90 days after account closure.
  • Email data: Retained while your Gmail integration is connected. Deleted within 30 days of you disconnecting your Gmail account or terminating your IntelliDesk account.
  • Support ticket data: Retained while your organization's account is active. Available for export for 90 days after account termination, then deleted.
  • Billing data: Retained as required by applicable financial and tax laws (typically 7 years).
  • Usage data: Retained for up to 2 years for service improvement analytics, then deleted or anonymized.

7. Your Rights

Depending on your jurisdiction, you may have the following rights:

GDPR Rights (EU/EEA residents):

  • Right of access to your personal data
  • Right to rectification of inaccurate data
  • Right to erasure ("right to be forgotten")
  • Right to data portability
  • Right to object to processing
  • Right to restrict processing
  • Right to withdraw consent

POPIA Rights (South African residents):

  • Right to be notified of data collection
  • Right of access to your personal information
  • Right to request correction or deletion
  • Right to object to processing of your personal information

See our dedicated POPIA Compliance page for our detailed data-handling posture under the Protection of Personal Information Act, including our Information Officer contact, the full sub-operators list, cross-border transfer disclosures, and our downloadable Data Processing Agreement.

To exercise any of these rights, contact us at privacy@intellidesk.co. We will respond within 30 days.

8. International Data Transfers

Your data may be transferred to and processed in countries outside your jurisdiction. Our database (Convex) is hosted in the European Union (EU West 1 region); several other service providers, including our authentication, payment, email, and AI providers, are based in the United States. Where required, we ensure appropriate safeguards are in place, including Standard Contractual Clauses approved by relevant authorities.

9. Security

We implement appropriate technical and organizational measures to protect your data:

  • Encryption in transit using TLS/HTTPS
  • Encryption at rest for sensitive data (including API keys using AES-256-GCM)
  • Role-based access controls within the application
  • Tenant-level data isolation in our database architecture
  • Regular security assessments and code reviews

No system is 100% secure. If you discover a security vulnerability, please report it to security@intellidesk.co.

10. Children's Privacy

IntelliDesk is not directed at individuals under the age of 16. We do not knowingly collect personal data from children. If we learn that we have collected data from a child under 16, we will take steps to delete it promptly.

11. Changes to This Policy

We may update this privacy policy from time to time. Material changes will be communicated via email to your registered account address or through an in-app notification at least 30 days before taking effect. Continued use of IntelliDesk after changes constitutes acceptance of the updated policy.

12. Contact

For privacy-related inquiries: