Privacy Policy

Last updated: Agust 2025

Introduction

Welcome to OnDesk. We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, store, and protect your data when you use our helpdesk and customer support platform.

By using OnDesk services at https://ondesk.co.tz/, you agree to the collection and use of information in accordance with this policy.

Information We Collect

Personal Information

  • Account Information: Name, email address, phone number, and profile picture
  • Contact Details: Business information, job title, and company details
  • Authentication Data: Login credentials and session information

Support and Communication Data

  • Ticket Information: Support requests, descriptions, attachments, and resolution history
  • Messages: Communications through WhatsApp, Facebook, Instagram, and other integrated platforms
  • Customer Interactions: Chat logs, response times, and satisfaction ratings

Technical Information

  • Usage Data: Login times, feature usage, and system interactions
  • Device Information: Browser type, IP address, and device identifiers
  • Performance Data: Response times, system performance metrics, and error logs

How We Use Your Information

  • Service Delivery: Provide helpdesk and customer support services
  • Ticket Management: Create, assign, track, and resolve support tickets
  • Communication: Send notifications, updates, and responses through various channels
  • Automation: Auto-assign tickets, escalate issues, and trigger notifications
  • Analytics: Generate reports on agent performance, customer satisfaction, and system usage
  • Security: Protect against unauthorized access and maintain system integrity
  • Improvement: Enhance our services and develop new features

Data Storage and Security

We implement industry-standard security measures to protect your data:

  • Encryption: Data is encrypted in transit and at rest
  • Access Control: Role-based permissions and authentication systems
  • Secure Storage: Data is stored in secure, monitored environments
  • Regular Backups: Automated backups ensure data availability and recovery
  • Session Management: Secure session handling with CSRF protection

Third-Party Integrations

OnDesk integrates with various platforms to provide comprehensive support services:

  • WhatsApp Business API: For messaging and customer communication
  • Facebook Pages: For social media support and comment management
  • Instagram Business: For social media engagement and support
  • Email Services: For notifications and communication

These integrations are governed by their respective privacy policies and our data processing agreements.

Data Sharing

We do not sell, trade, or rent your personal information to third parties. We may share your data only in the following circumstances:

  • Service Providers: With trusted partners who assist in service delivery
  • Legal Requirements: When required by law or to protect our rights
  • Business Transfers: In case of merger, acquisition, or asset sale
  • Consent: When you explicitly consent to sharing

Your Rights

You have the following rights regarding your personal data:

  • Access: Request access to your personal data
  • Correction: Request correction of inaccurate data
  • Deletion: Request deletion of your personal data
  • Portability: Request transfer of your data
  • Objection: Object to processing of your data
  • Restriction: Request restriction of data processing

Data Retention

We retain your data for as long as necessary to provide our services and comply with legal obligations:

  • Account Data: Retained while your account is active
  • Support Tickets: Retained for historical reference and service improvement
  • Communication Logs: Retained according to business and legal requirements
  • Analytics Data: Aggregated data may be retained indefinitely

Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us:

Policy Updates

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. You are advised to review this Privacy Policy periodically for any changes.