FyneDesk LLC, doing business as FyneDesk ("FyneDesk", "we", "us", or "our"), operates the FyneDesk website and helpdesk platform at fynedesk.ai. This Privacy Policy explains what information we collect, how we use it, and your rights regarding your data.
FyneDesk acts as a controller when we decide how to use account, billing, security, partner-program, marketing-site, and business-operations data. When a customer uses FyneDesk to process tickets, contacts, messages, and other workspace content, that customer generally acts as the controller and FyneDesk acts as its processor. End users should normally direct privacy requests about workspace content to the organization they contacted; we will assist that organization as required by our Data Processing Agreement.
1. Information we collect
Account information
When you create a FyneDesk account, we collect your name, email address, and company name. If you upgrade to a paid plan, we collect billing information through our payment processor (Stripe). We do not store full credit card numbers on our servers.
Usage data
We collect information about how you use FyneDesk, including pages visited, features used, actions taken, and session duration. This data helps us improve the product and diagnose issues.
Support data
As part of using FyneDesk, you and your customers will create tickets, messages, and knowledge base articles. This content is stored on our servers and is yours — you own it. We access it only to provide the service, including powering AI features.
AI feature data
FyneDesk uses third-party AI providers for ticket summaries, suggested replies, retrieval, limited classification, and autonomous ticket resolution. When an AI feature is invoked, or when a workspace administrator has trained, configured, and enabled autonomous resolution, relevant ticket content and administrator-approved context are sent to the provider needed for that action. Administrators control the approved knowledge sources, guidance, boundaries, testing, confidence requirements, and escalation behavior used by Fyne AI. Your data is not used to train generally available AI models. We currently use Anthropic's Claude for AI generation and analysis, Groq for limited sentiment analysis and spam or abuse checks, and Voyage AI for embeddings and retrieval. Our current providers and purposes are maintained on our Subprocessors page.
Marketing-site FyneBot
If you use FyneBot on the FyneDesk marketing website, your message and recent FyneBot conversation context are sent to Groq to generate a response. This use is limited to the marketing-site assistant. Groq is not used to generate Fyne AI ticket replies or autonomous resolutions inside customer workspaces. Please do not submit passwords, payment information, API keys, or confidential customer data to FyneBot.
Partner application and payment information
If you apply to or participate in a FyneDesk partner program, we collect the information you submit, such as your name, work email, company, website, requested partner path, services, and expected customer opportunities. If you are accepted and become eligible for payment, we or our payment and tax-compliance providers may also collect identity, business, banking, payout, and tax documentation. Do not submit tax identification numbers or bank details through the public application form; we will request them through an appropriate secure process if needed.
Cookies and tracking
We use essential storage technologies to provide requested features, maintain security, and remember your cookie choice. With your consent, the marketing website and signup page also use FyneDesk first-party analytics, Google Analytics and Google Ads measurement, Capterra referral tracking, and Reddit campaign measurement to understand visits, referrals, and account-creation performance. These tools may process page paths, referral and campaign parameters, approximate device information, interactions, conversion events, and session identifiers. You can decline optional tracking or change your choice through the Cookie settings link in the site footer or the campaign-measurement prompt on the signup page.
2. How we use your information
We use the information we collect to:
- Provide, maintain, and improve the FyneDesk service
- Process payments and manage your subscription
- Send transactional emails (account confirmation, password reset, billing receipts)
- Send product updates and announcements (you can opt out at any time)
- Respond to support requests
- Review partner applications, register opportunities, prevent duplicate or fraudulent referrals, administer partner benefits, and make required payments and tax reports
- Detect and prevent fraud, abuse, and security incidents
- Comply with legal obligations
We do not sell personal data. We use consented marketing-site measurement data to understand campaign and referral performance, but we do not use customer workspace content to advertise to you or others.
3. Data sharing
We share data only with the following categories of third parties, and only as necessary to provide the service:
- AI providers — AI generation, analysis, embeddings, retrieval, sentiment analysis, spam or abuse checks, suggested replies, administrator-enabled autonomous ticket resolution, and marketing-site FyneBot responses. We currently use Anthropic, Groq, and Voyage AI for the purposes described on our Subprocessors page; customer workspace content is not used to train generally available models.
- Stripe — Payment processing
- Partner payment and tax-compliance providers — Identity, tax, sanctions, banking, payout, and reporting services when needed to administer a partner program
- Infrastructure providers — Cloud hosting and storage (data is encrypted at rest and in transit)
- Analytics, advertising, and referral providers — Google, Capterra, and Reddit, when you consent to optional marketing and signup measurement
- Legal authorities — When required by law or to protect the rights, property, or safety of FyneDesk or its users
We do not sell personal data or share customer workspace content with data brokers or advertising networks.
4. Data storage and security
Your data is stored on servers in secure data centers. We use industry-standard encryption (TLS) for all data in transit and encrypt sensitive data at rest. Access to production systems is restricted to authorized personnel only.
We maintain an audit log of administrative actions within the platform. No security system is perfect, but we take reasonable and appropriate measures to protect your data against unauthorized access, disclosure, alteration, or destruction.
In the event of a data breach that affects your personal information, we will notify you in accordance with applicable law.
5. Data retention
We retain workspace data while an account remains active. We may delete an unpaid workspace and its data after at least six consecutive months in which it has no active paid subscription and no authorized user signs in or uses the Service. Where reasonably practicable, we will attempt to notify the workspace owner using the contact information on file before deletion. Failure to receive that notice does not extend the retention period. Deletion from backups and subprocessors follows their documented retention cycles.
We may retain limited billing, security, fraud-prevention, contract, dispute, tax, accounting, or other records for longer where reasonably necessary to operate the service or comply with law. Data that has been irreversibly anonymized is no longer personal data and may be retained for service analytics.
We generally retain unsuccessful partner applications for up to 24 months so we can document application decisions, prevent duplicate or abusive submissions, and reconsider a fit if the program changes. For accepted partners, we retain agreements, acceptance records, deal registrations, transaction records, tax documents, disclosures, and compliance records for as long as needed to administer the program, resolve disputes, and meet legal, accounting, and tax obligations.
You can request deletion of your data at any time by contacting us at support@fynedesk.io. We will process valid requests within the period required by applicable law, subject to information we must retain for security, fraud prevention, contracts, dispute resolution, tax, accounting, or other legal obligations.
6. Your rights
Depending on your location, you may have the following rights regarding your personal data:
- Access — Request a copy of the personal data we hold about you
- Correction — Request correction of inaccurate data
- Deletion — Request deletion of your personal data
- Portability — Request an export of your data in a machine-readable format
- Objection — Object to certain processing of your data
- Restriction — Request restriction of processing in certain circumstances
To exercise any of these rights, contact us at support@fynedesk.io. We will respond within the period required by applicable law and may use a legally permitted extension when necessary.
7. GDPR (European users)
If you are located in the European Economic Area (EEA), you have additional rights under the General Data Protection Regulation (GDPR). Our lawful basis for processing your data is:
- Contract performance — Processing necessary to provide the service you've signed up for
- Legitimate interests — Processing for security, fraud prevention, and product improvement
- Consent — For marketing communications (you can withdraw consent at any time)
- Legal obligation — When required by law
We process personal data primarily in the United States. Where European personal data is transferred to a country without an applicable adequacy decision, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum, as described in our Data Processing Agreement.
You may withdraw consent at any time where processing relies on consent. You may also lodge a complaint with the supervisory authority where you live or work. FyneDesk AI is intended to assist with support operations and is not designed to make solely automated decisions that produce legal or similarly significant effects about individuals.
For GDPR inquiries or information about applicable transfer safeguards, contact us at support@fynedesk.io.
8. CCPA (California users)
Where the California Consumer Privacy Act applies, California residents may request access to or correction or deletion of personal information, receive information about its collection and disclosure, and opt out of sale or sharing. They may also limit certain uses of sensitive personal information and exercise their rights without unlawful discrimination. FyneDesk does not sell personal information. Optional advertising and campaign measurement may be considered “sharing” under California law; you can opt out through the Cookie settings link in the site footer. To submit another request, including through an authorized agent, contact us at support@fynedesk.io. We may verify the request before acting on it.
9. Children's privacy
FyneDesk accounts and the marketing website are not directed at children under the age of 16, and we do not knowingly allow children to create FyneDesk accounts. A customer may submit or receive workspace content concerning a minor while using FyneDesk as its service provider. In that situation, the customer is responsible for having an appropriate legal basis and providing any required notice or consent. If you believe a child submitted personal information directly to FyneDesk, please contact us.
10. Changes to this policy
We may update this Privacy Policy to reflect changes to our services, legal obligations, or data practices. We will update the date above when we do. If a change materially affects how we use personal data already collected, we will provide appropriate notice and obtain consent where required before applying the new practice.
11. Contact us
For questions about this Privacy Policy or your data, contact us at:
FyneDesk LLC
Elk Grove, California, United States
Email: support@fynedesk.io
Website: fynedesk.ai