Overview
This policy explains what personal data deskee.io ("Deskee", "we", "us") collects when you use our service desk platform and website, why we collect it, and the choices you have. It applies to visitors, account holders, and end users who interact with a Deskee-powered chat widget on our customers' sites.
Who we are
Deskee is operated by The Disruption Laboratory Ltd. For any question about this policy or your data, contact us at hello@deskee.io.
Information we collect
Depending on how you use Deskee, we collect:
- Account information — name, email address, company, and billing details when you sign up or upgrade a plan.
- Ticket and conversation content — messages exchanged between end users, your AI model, and your human agents through a Deskee-powered desk.
- Configuration data — routing rules, escalation settings, and the AI provider credentials you choose to connect (see "AI model providers" below).
- Usage and log data — pages visited, actions taken in the dashboard, device and browser information, and timestamps, collected automatically to keep the service reliable and secure.
- Cookies — small files stored in your browser; see "Cookies" below.
Cookies
We use strictly necessary cookies to keep you signed in and to remember your cookie preference. With your consent, given via the cookie banner, we also use analytics cookies to understand how the site is used so we can improve it. You can withdraw consent at any time by clearing your browser's local storage for this site or contacting us.
How we use your information
We use personal data to: provide and maintain the service desk infrastructure (queues, routing, escalation, handoff); operate billing for Free, Pro and Enterprise plans; respond to support requests; secure the platform against misuse; and improve our product. We do not sell personal data.
AI model providers and your data
Deskee's architecture is deliberately split: we run the service desk infrastructure, and you choose the AI model that powers conversations. When you connect a provider such as OpenAI, Anthropic, Google, Mistral, or a custom/self-hosted endpoint, ticket and conversation content is sent directly to that provider using the API key or endpoint you supplied, under that provider's own terms and privacy policy. We recommend reviewing your chosen provider's data handling practices, particularly if you operate in a regulated industry. Deskee stores your provider credentials securely and only uses them to route your conversations as instructed.
Google Calendar integration
If you connect a Google Calendar to a chatbot's appointment-booking tool, you authorise Deskee — through Google's OAuth consent screen — to access that Google account's calendar for these purposes: reading free/busy information to work out available appointment times; creating calendar events for appointments a visitor books; and, if you turn on appointment cancellation, listing your upcoming events to find, and then cancelling, an appointment when the visitor who booked it asks to cancel (after verifying the email address they booked with). We request the narrowest scopes that allow this (calendar.freebusy and calendar.events).
We store the OAuth access and refresh tokens Google issues, encrypted at rest, so the chatbot can check availability and create or cancel bookings on your behalf. We do not copy or retain your calendar data beyond what is needed to complete the action a visitor is asking for. Data passed to the AI model provider you have configured for that chatbot is limited to: available time slots; the booking details a visitor provides (their name, email address, and any note); and, when a visitor cancels, the title and start time of the appointment(s) matching their verified email so the chatbot can confirm which one to cancel.
You can disconnect a calendar at any time from the chatbot's tool settings, or revoke Deskee's access directly in your Google Account under "Third-party apps with account access". Revoking access immediately stops all further availability checks and bookings for that calendar.
Deskee's use and transfer of information received from Google APIs to any other app adheres to the Google API Services User Data Policy, including the Limited Use requirements.
Sharing and disclosure
We share personal data with: sub-processors who help us run the service (such as hosting, email delivery, and payment processing providers), under contracts that protect your data; the AI model provider you configure, as described above; and authorities where required by law. We do not share your data with third parties for their own marketing purposes.
Data retention
We retain account and ticket data for as long as your account is active, and for a reasonable period afterwards to meet legal, accounting, or dispute-resolution requirements. You can request deletion of your data at any time, subject to those obligations.
International transfers
Where personal data is transferred outside the UK or European Economic Area — including to AI model providers you configure — we rely on appropriate safeguards such as standard contractual clauses, or the provider's own compliant transfer mechanisms.
Security
We use industry-standard technical and organisational measures, including encryption in transit, access controls, and regular review of our infrastructure, to protect personal data against unauthorised access, loss, or misuse.
Your rights
If you are in the UK or EEA, you have the right to access, correct, delete, restrict, or port your personal data, and to object to certain processing. To exercise any of these rights, email hello@deskee.io. If you're not satisfied with our response, you can complain to the UK Information Commissioner's Office (ICO) or your local data protection authority.
Children's privacy
Deskee is a business-to-business product and is not directed at children. We do not knowingly collect personal data from children.
Changes to this policy
We may update this policy from time to time. If we make material changes, we'll update the date at the top of this page and, where appropriate, notify account holders directly.
Contact us
Questions about this policy or your data can be sent to hello@deskee.io.