Privacy Policy
Taicket ("we", "our", or "the Service") is committed to protecting the privacy and personal data of our users, Discord server owners, and community members. This Privacy Policy explains what information we collect, how that information is used by Taicket and TAI (our AI support engine), how data is stored and protected, and your rights regarding your information.
By utilizing the Taicket Discord bot or accessing the web control panel at https://taicket.xyz, you consent to the data collection and processing practices described in this policy.
1. Information We Collect
To provide support ticket management, maintain server permissions, and generate ticket archives, we collect and process the following categories of data:
A. Discord Account & Profile Data
When you authorize the Taicket bot or log into the web control panel via Discord OAuth2, we receive basic public profile information provided by Discord:
- Discord User ID, username, discriminator, and avatar image.
- A list of Discord servers where your account possesses administrative or server management permissions (used solely to allow server configuration in the dashboard).
B. Server Configuration Data
When a server administrator adds and configures Taicket, we store:
- Discord Server ID, server name, and server icon.
- Channel and category identifiers configured for ticket routing, logs, and panel deployment.
- Role identifiers designated for support staff and escalation permissions.
- Custom support desk settings, response tones, Knowledge Base articles, and quick-reply snippets created by administrators.
C. Ticket Interactions & Conversation Data
During active ticket sessions, we process:
- Ticket identifiers, creation timestamps, and closure status.
- Text messages sent by ticket creators and staff within active ticket channels to provide TAI support responses and staff handovers.
- Image attachments and screenshots submitted by users for diagnostic analysis.
- Ticket priority levels, internal staff notes, and inactivity timers.
2. How We Use Your Information
The data we collect is utilized strictly for the operation, maintenance, and enhancement of the Service:
- Delivering TAI responses and assistance based on member inquiries and server guidelines.
- Managing ticket lifecycles, including channel creation, renaming, staff claims, and resolution checks.
- Generating and hosting searchable web transcripts accessible to authorized server staff.
- Authenticating server administrators and verifying permissions on the web control panel.
- Monitoring service reliability, preventing abuse, and enforcing our Acceptable Use Policy.
We do not sell, rent, monetize, or trade your personal data or ticket conversations to any third parties or advertisers.
3. Data Retention & Automatic Purging
We practice data minimization and adhere to responsible retention policies:
- Active Ticket Memory: Transient conversation context used by TAI during an active ticket is purged from active memory upon ticket closure.
- Ticket Transcripts: HTML transcripts of resolved tickets are retained in secure storage so server staff can review historical cases. Server administrators may configure or request transcript deletion through the control panel.
- Inactivity Cleanup: Inactive or stagnant tickets are automatically resolved and archived in accordance with server timeout settings.
4. Third-Party Services & Infrastructure
To operate the Service securely, we rely on trusted infrastructure providers:
- Discord API: To process bot interactions, slash commands, channel updates, and user authorizations in compliance with the Discord Developer Policy.
- Secure Cloud Hosting: All database records, encrypted tokens, and web transcripts are stored in secured cloud environments with strict network firewalls and TLS encryption in transit.
5. Security Safeguards
We implement industry standard technical and operational security measures to safeguard your information against unauthorized access, alteration, disclosure, or destruction:
- All communication between your browser, Discord, and our web servers is encrypted using Transport Layer Security (TLS/HTTPS).
- Administrative access to servers and transcripts is strictly enforced through Discord OAuth2 authentication and role hierarchy checks.
- Sensitive credentials and tokens are stored securely in isolated environment stores.
6. User Rights & Data Deletion Requests
You retain full control over your personal data:
- Individual Data Deletion: Any user may request the permanent removal of their stored transcripts, case records, or profile telemetry from our systems.
- Server Data Purge: When a server administrator removes Taicket from a Discord server, the server configuration becomes inactive. Server owners may submit a complete data purge request to erase all associated server records, panels, and transcripts.
To submit a data deletion request, contact our support team at [email protected] from the email associated with your request or provide your Discord User ID / Server ID. All verified deletion requests are processed promptly.
7. Compliance with Discord Developer Policy
Taicket strictly adheres to the Discord Developer Terms of Service and Discord Developer Policy. We process data solely for the intended functionality of community ticket management and do not use Discord data for profiling, unauthorized harvesting, or external commercial distribution.
8. Children's Privacy
The Service is not directed toward children under the minimum age required to use Discord in their jurisdiction (13 in the United States, or higher as mandated by local laws). We do not knowingly collect personal data from individuals under these ages.
9. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
- Email: [email protected]
- Website: https://taicket.xyz