1) Who we are
Service: TicketHawk (the "Service").
Contact: hello@tickethawk.net
2) Data we collect
TicketHawk is designed to collect the minimum data needed to run a ticket system inside Discord. Depending on how you use the Service, we may process:
- Discord identifiers: Discord user IDs, guild (server) IDs, channel/thread IDs, message IDs.
- Ticket content for transcripts: messages posted in ticket threads (including attachments/links when present) so we can generate a transcript when a ticket closes.
- Ticket metadata: ticket status, category/tags, timestamps, who opened/claimed/closed a ticket.
- Staff statistics: basic metrics such as number of tickets handled, response/close times, and leaderboards (where enabled).
- Billing data (paid plans): payment and subscription details are processed by Stripe. We may store limited information needed to link a purchase to your Discord server (for example, server ID, tier, and Stripe customer/subscription IDs).
- Optional contact email: if you provide it during checkout, we use it for receipts and premium-related messages.
3) How we use data
We use the data above to:
- create and manage tickets in Discord forum channels;
- enable features like claim/close actions and transcript generation;
- provide analytics and staff statistics (Pro/Lifetime features);
- process payments, activate premium features, and prevent fraud/abuse;
- provide support and communicate about service-related issues.
We do not sell personal data.
4) Legal bases (GDPR-style summary)
Where GDPR or similar laws apply, we process data based on:
- Performance of a contract: to provide the Service you requested.
- Legitimate interests: to keep the Service secure, prevent abuse, and improve reliability.
- Consent: for optional information you choose to provide (such as an email at checkout).
- Legal obligations: for bookkeeping/tax compliance related to payments (where applicable).
5) Retention
We keep data only as long as needed to operate TicketHawk:
- Configuration & identifiers: stored while the bot is installed and needed for features to function.
- Ticket transcripts / messages: retained to provide transcripts and history for your server. You can request deletion (see "Your rights").
- Billing records: retained as required for payment processing and compliance.
If TicketHawk is removed from your server, we will delete or anonymize server-related data within a reasonable period unless we must retain certain records for legal/compliance reasons.
6) Sharing & third parties
TicketHawk relies on trusted third parties to operate:
- Discord: TicketHawk runs on Discord's platform and uses Discord APIs. Discord's own policies apply to your Discord account and messages.
- Stripe: used to process payments and manage subscriptions. Stripe handles card details; TicketHawk does not store full payment card numbers.
We may share data if required to comply with law or to protect TicketHawk, users, and the public from fraud or abuse.
7) Security
We take reasonable measures to protect data (such as access controls and secure transport). No method of transmission or storage is 100% secure, but we work to minimize risk.
8) Your choices & rights
Depending on your location, you may have rights to access, correct, delete, or export your data, and to object or restrict processing. Server administrators can also remove the bot to stop further data collection for that server.
To make a request, email hello@tickethawk.net with your server ID and what you'd like us to do.
9) Children
TicketHawk is intended for use within Discord and is not directed at children under 13 (or the minimum age required by local law). If you believe a child has provided data through TicketHawk, contact us and we'll work to delete it.
10) Changes to this policy
We may update this Privacy Policy from time to time. If changes are significant, we'll make reasonable efforts to notify users (for example, via the website or bot updates). The "Last updated" date above reflects the latest version.