Privacy Policy for DeepCall – Freshdesk Integration
Introduction
DeepCall values your privacy and is committed to protecting the information of organizations and their agents when using the DeepCall–Freshdesk Integration.
This Privacy Policy explains how we collect, use, store, and protect information processed through the Integration. By installing and using the Integration, you agree to the terms outlined in this policy.
Information We Collect
When you use the Integration, we may collect and process the following types of information:
-
A
Freshdesk Account Information
- Domain name
- API keys
- Agent identifiers
-
B
User Information
- Agent names, email addresses, and ids.
-
C
Call Data
- Caller and recipient numbers (masked or full, as configured)
- Call initiation and termination time
- Call duration and status (e.g., answered, missed, failed)
- Call recordings (if enabled and in compliance with Indian law)
- We store this information in Deepcall as all the calls are done from Deepcall in the backend.
-
D
CRM Mappings & Ticket Data
- Ticket IDs, notes, or dispositions linked to calls as action logs for the actions agent has done on a particular call.
- Error reports and usage data for troubleshooting.
We do not collect sensitive personal information such as passwords or payment details.
How We Use Information
The information collected is used strictly to enable and improve the Integration, including:
- Authenticating agents and mapping them between DeepCall and Freshdesk
- Providing click-to-call functionality within Freshdesk
- Displaying real-time call notifications (pop-ups)
- Logging call details and linking them with relevant tickets or contacts
- Creating tickets for Freshdesk.
- Maintaining integration settings and preferences
- Improving performance, troubleshooting errors, and providing client support
We do not sell, rent, or trade your data.
Data Storage & Security
- Authentication tokens (API keys and domain) are stored securely in our backend database.
- All data transmissions between Freshdesk, DeepCall, and your systems are encrypted using HTTPS/TLS.
- We apply industry-standard safeguards including access control, encryption at rest, and monitoring.
- Data is stored on secure servers located within India on data centers of our own, in compliance with the Information Technology Act, 2000 and applicable rules.
Data Sharing
We may share data only under the following circumstances:
- With Freshdesk (Freshworks Inc.) to enable integration functionality.
- For Legal Compliance, when required by Indian law, regulation, or valid government request.
We do not share or disclose data to third parties for marketing purposes.
Data Retention
- Integration Data (API keys, mappings, preferences): Retained as long as the Integration is active.
- Call Logs and Synced Data: Retained according to your DeepCall account’s retention policies.
- Upon Uninstallation: Authentication tokens ie. API key and configuration data are permanently deleted.
User Control & Rights
As a client, you may:
- Revoke access at any time by uninstalling the Integration.
- Update or modify integration preferences from your DeepCall account.
- Request deletion of stored integration data by contacting our support team.
Changes to this Policy
We may update this Privacy Policy from time to time. Any material changes will be communicated via email, the client dashboard, or within the Integration interface. Continued use of the Integration after such updates constitutes acceptance of the revised policy.
Contact Us
If you have any questions or concerns about this Privacy Policy, please contact:
DeepCall Privacy Team
Email: support@deepcall.com
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