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Privacy policy

Under the GDPR (EU) 2016/679 · As of 18 July 2026

This is a convenience translation. Only the German version is legally binding.

1. Controller

The controller for data processing is the service provider named in the legal notice. Contact for privacy matters: [email protected]. A data protection officer is not legally required and has not been appointed.

2. Overview: what do we process?

“Ticketanizer” is a support ticket service for Discord with a web dashboard. Personal data arises when a server operator uses the bot, when team members use the dashboard, and when users open a ticket via Discord or the web ticket form. We only process what is necessary to operate the service.

3. Processing in detail

a) Operating the ticket system (Discord)

We process:

• Discord identifiers: server, channel, user and role IDs
• Ticket content: messages, attachments and form answers in the ticket channel
• Ticket metadata: status, priority, tags, assigned team member, timestamps
• Transcripts (conversation histories) of closed tickets as an HTML file

Purpose: providing the ticket service. Legal basis: Art. 6(1)(b) GDPR (contract with the server operator) or (f) (legitimate interest in functioning support).

b) Web dashboard & sign-in

Signing in to the dashboard is done via Discord (OAuth2). We receive from Discord your user ID, your username, your avatar and the list of servers where you have administration rights. A technically necessary session cookie is set to manage the session (see section 8). Legal basis: Art. 6(1)(b) and (f) GDPR.

c) Web tickets / omnichannel

If a website visitor opens a ticket via an embedded form, we process the name and message they voluntarily provide in order to create a ticket. A Discord account is not required for this. Legal basis: Art. 6(1)(b) or (f) GDPR.

d) Feedback / satisfaction (CSAT)

After a ticket is closed, the opener can optionally leave a rating (1–5) and a comment. Legal basis: Art. 6(1)(a) GDPR (consent) or (f) (quality assurance).

e) AI support (AI plan only)

If a server operator enables the AI plan, ticket content is transmitted to our AI provider (Anthropic) to generate answers. AI-generated replies are always marked with “🤖” in the chat. Legal basis: Art. 6(1)(b) or (f) GDPR. This only happens if the server operator actively enables the feature.

f) Payment processing

Paid plans are handled through our payment provider Stripe. Payment data (e.g. card details) is processed exclusively by Stripe; we ourselves only store a customer and subscription identifier and the subscription status. Legal basis: Art. 6(1)(b) GDPR.

g) Hosting & server logs

The service is operated with a hosting provider in the EU. To ensure operation and security, technical logs (e.g. time, IP address, errors) may be created. Legal basis: Art. 6(1)(f) GDPR.

h) This website (ticketanizer.com)

The marketing website sets no cookies, embeds no third-party content and uses no analytics/tracking services. When the site is accessed, the host processes technically necessary access data.

4. Recipients & processors

To provide the service we use the following providers:

• Discord — the platform the bot runs on (USA)
• Anthropic — AI replies, AI plan only (USA)
• Stripe — payment processing (EU/USA)
• netcup GmbH — server hosting (Germany/EU)
• Cloudflare — DNS & content delivery (USA)
• Google — optional Drive export, only if enabled by the server operator (USA)

Data processing agreements under Art. 28 GDPR are or will be concluded with processors.

5. Transfers to third countries

Some providers process data in the USA. Where applicable, the transfer relies on an adequacy decision (EU-U.S. Data Privacy Framework) or on the EU Commission's standard contractual clauses together with supplementary safeguards.

6. Retention period

Ticket logs and transcripts are deleted automatically according to the retention periods set by the respective server operator; without adjustment, the plan defaults apply. Billing-related data is stored within statutory retention periods. If the bot leaves a server, that server's data is deleted in line with the applicable retention periods or on request.

7. Your rights

Subject to the legal requirements, you have the right to:

• access (Art. 15), rectification (Art. 16) and erasure (Art. 17)
• restriction of processing (Art. 18) and data portability (Art. 20)
• object to processing based on legitimate interests (Art. 21)
• withdraw given consent with effect for the future (Art. 7(3))

You also have the right to lodge a complaint with a supervisory authority, in Luxembourg the Commission nationale pour la protection des données (CNPD), cnpd.public.lu.

8. Cookies

The web dashboard uses a technically necessary session cookie for sign-in. It is required for operation and needs no consent. The marketing website sets no cookies.

9. Contact for privacy matters

[email protected] — or by post to the address given in the legal notice.