Ticket Merger Security: Your Tickets Stay Yours
Support queues hold some of the most sensitive data in a company. Here's exactly how Ticket Merger security works, in plain terms.
Ticket Merger security, technically
Native API access only
We connect through your helpdesk official API with credentials you create and can revoke at any time.
Least privilege
Ticket Merger asks for the narrowest scope that lets it read the queue and perform merges. Nothing more.
Minimal retention
Ticket content is used to compute similarity and is not retained beyond the comparison window. We keep the merge record, not your customer conversations.
Your permission model wins
Merges execute as a service user inside your helpdesk, so your own permissions, audit log and retention rules all apply.
Full audit trail
Every merge is recorded with the matching reason, the confidence score, and the rule that fired.
Reversible by design
Anything Ticket Merger does can be undone inside your helpdesk with the tools your team already uses.
Frequently asked questions
How does Ticket Merger security work?
It connects with credentials you create and can revoke, at the narrowest scope that lets it read the queue and merge. Ticket content is used for the comparison and not retained beyond it, and everything is encrypted in transit.
Do you store our ticket content?
Only for as long as the comparison window requires. After that we keep the merge record and the metadata that explains the decision, not the customer conversation.
Can we revoke access?
At any moment, from inside your helpdesk. Delete the API credential and Ticket Merger stops immediately.
Where does processing happen?
On our infrastructure, over encrypted connections, and only for the queues you connect. Ask us for the current sub-processor list before you sign anything.
Can we scope it to part of the queue?
Yes. Point it at specific groups and exclude the forms, tags or requesters you want left alone. Plenty of teams run it on one queue indefinitely rather than the whole helpdesk.
Questions before you connect anything?
Send them over. We would rather answer a security review properly than rush you through a trial.
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