Privacy Policy

1. Who we are and what this policy covers

Exylia Tickets (the "Service") is a support ticket system for Discord servers, made of the Exylia Tickets Discord bot (and the custom bots Customers connect to it), the dashboard and transcript pages at tickets.exylia.net and its public API. It is operated by Cristobal Aranda, a natural person domiciled in Chile ("we", "us"). Contact: [email protected].

We handle personal data in two different roles:

• As controller, for the people who sign in to the dashboard ("Users": server owners, their staff, and ticket openers who sign in to read their own tickets) and for visitors of our website. Section 2 and sections 5 to 13 describe that processing.
• As processor, for the Discord users who interact with the bot in a server that uses it ("Members": people who open tickets, write in them, apply through it, and staff who answer in Discord). The owner of each workspace (the "Customer") decides to use the bot in its server and is the controller of that data; we process it only on the Customer's instructions under our Data Processing Agreement. Sections 3 and 4 describe it in full so Members and Customers can see exactly what happens.

If you are a Member and want to exercise your rights over a ticket or an application, contact that server first: it decides what is kept and for how long. If you write to us instead, we will pass your request on to the server and help it answer.

2. Data about Users of the dashboard

We collect only what the Service needs to work:

• Discord account: when you sign in with Discord we request the "identify" and "guilds" scopes. We store your Discord user ID, your username and the address of your avatar. We never receive your email address or your password. The "guilds" scope gives us the list of servers you are in and your permissions there; we read it only to show the servers you can manage when you add one, and we do not store the list.
• Login sessions: a random session token, stored on our side only as a SHA-256 hash, with its creation and expiry dates, and the Discord access token of that login, encrypted with AES-256-GCM, so we can list your servers when you add one. We do not store your IP address or browser with the session.
• Workspace data: the workspaces you create or join, your role and permissions, the invitations you create or accept, what you configure (panels, forms, texts, knowledge bases, integrations, API keys) and what you write in the dashboard (replies to tickets, internal notes, decisions on applications). Changes you make are recorded in the workspace's audit log with your account.
• Usage counts: for members of a workspace, how many times per day each section of the dashboard was opened (for example "tickets" or "settings"), used to understand which parts of the Service are used. These counts do not record the pages' content or your clicks.
• Analytics, only if you accept them in the cookie banner: Google Analytics and Microsoft Clarity measure how the site and the dashboard are used, as described in section 6.
• API usage: for each API key, the number of requests per day, when it was last used and the IP address of the last request.
• Communications: the messages you send us by email and our replies.
• Technical data: when you visit our site, our network provider and our servers process your IP address, browser user agent and the requested URL to deliver the page, protect the Service against abuse and diagnose errors.

We do not use the dashboard to profile you, we do not run advertising on it, and we do not sell or rent personal data.

3. Discord data processed for Customers

The bot connects to Discord with the Guilds, Guild Messages and Direct Messages gateway intents, and, where Discord has granted them to the application, the privileged Message Content and Server Members intents. It does not use the Presence intent: it never sees your online status or activity. What the bot does with what it receives:

• Messages in ticket channels: every message written in an open ticket's channel or thread (text, edits, and the name, type, size and link of attached files) is stored as the ticket's transcript, unless the Customer turns transcripts off. Messages in any other channel of the server are not read, stored or processed: the bot only checks whether the channel is a ticket and ignores the message otherwise.
• Direct messages to the bot: when a ticket is worked by DM, or while you answer an application, what you write to the bot is relayed to the ticket or stored as your answer. A DM unrelated to an open ticket or application is not stored.
• Ticket details: the server and panel option you opened it from, your Discord user ID, your answers to the ticket's form, its number, status, priority, tags, who claimed it or was assigned, internal notes staff write about it, timestamps, the language you write in, the rating (1 to 5 stars and an optional comment) you give when it closes, and service-level timings.
• Profiles: your Discord username, display name in the server, avatar address and the language you wrote in, as the server shows them, so staff see who wrote each message.
• Applications: if the server uses applications, your answers to its questions (text, choices, files), the server you applied from, the dates, the decision and its reason, and reviewers' notes.
• Staff members: for people who hold a staff role, the staff-related roles they hold, their languages, time zone, when they were last seen active in the server, and statistics of the tickets they handled.
• Moderation: whether you are blocked from opening tickets, the reason and who blocked you.
• Attachments: the files themselves stay on Discord; we store their link and details. If the platform's file storage is on, a copy of each attachment is kept in our object storage so it remains readable when Discord's link expires.
• Account lookups, if the Customer configures them: an identifier you give in the ticket (for example a game username or your Discord ID) is sent to a system chosen by the Customer, such as its own API or another Exylia service, to show staff your account details.

When a ticket closes, the bot can send you its transcript by DM as a text file and a link to a web page with the conversation, valid for the time the Customer sets (365 days by default). Anyone with that link can read the transcript, so keep it private. The Customer may also post closed tickets' transcripts to a channel of its server.

Customers must not use tickets, forms or applications to ask for sensitive data (health, political opinions, religion, sexual orientation and the like), passwords or payment card data.

4. The AI assistant

The AI assistant is optional and off until the Customer turns it on for its workspace. When it is on:

• To answer a ticket, the assistant sends a language model the server's name, the Customer's instructions and knowledge base entries, the ticket's form answers and the recent messages of the conversation (12 by default), with the names and types of attached files. If image reading is on (it is by default once the assistant is on), images you attach are sent too. If the Customer connected account lookups, a filtered summary its system marks as visible to the AI is included. Discord user IDs can appear only where they are written in the text; we do not send your username or avatar.
• The model is also used, on the same kind of text, to translate messages between you and staff when the Customer enables translation, to write a short summary and channel name when a ticket is handed to staff, to suggest replies to staff, to extract reusable answers from closed tickets for the knowledge base when the Customer enables learning, and to write a weekly report and improvement proposals from a week of tickets (summaries and staff replies).
• A text classifier (the "Decider") reads your latest message to decide, for example, whether you ask for a person or say the problem is solved. Short pieces of text are also turned into numeric vectors (embeddings) to find the relevant knowledge base entries.
• Where the model runs: the platform's model connection, chosen by us, is either a model running on our own servers or one of the providers listed in section 7. A Customer can instead connect its own AI provider, in which case its tickets go to that provider under the Customer's own agreement with it.
• What we keep: the assistant's conversation and summary are stored with the ticket; for each model call we record its kind, the model, token counts, time and outcome, without the text.

The assistant can close a ticket it believes solved or hand it to staff, but it does not take decisions with legal or similarly significant effects: staff decide on anything that matters, and you can always ask for a person. The assistant may make mistakes; do not rely on it for decisions about your account without staff confirmation.

5. Why we use the data and on what legal basis

• To provide the Service you signed up for: sign-in, workspaces, permissions and the features you use. Basis: performance of a contract (GDPR art. 6.1.b) and, in Chile, the contractual relationship and your consent given when you sign in (Law 19.628, arts. 4 and 20).
• To keep the Service secure and working: preventing abuse, rate limiting, error diagnosis, the audit log and backups. Basis: our legitimate interest in running a secure service (GDPR art. 6.1.f).
• To understand which parts of the dashboard are used and improve them (the daily usage counts). Basis: our legitimate interest in improving the Service; the counts identify no one outside our platform administration and are never used for advertising.
• To measure how the site and the dashboard are used and improve them with Google Analytics and Microsoft Clarity (usage statistics, session recordings and heatmaps), only if you accept them. Basis: your consent (GDPR art. 6.1.a; in Chile, your consent under Law 19.628 and Law 21.719), which you can withdraw at any time from the "Cookies" link in the footer without affecting the processing before it.
• To answer your requests and communicate changes to these terms. Basis: performance of a contract and legitimate interest.
• To comply with legal obligations and respond to lawful requests from authorities. Basis: legal obligation (GDPR art. 6.1.c).
• Member data: we process it only to provide the Customer with its ticket system. The Customer is responsible for having a legal basis (usually its legitimate interest in giving support to and moderating its community, or consent where required) and for informing its Members.

6. Cookies and local storage

The site uses cookies that are strictly necessary for it to work or that remember choices you made and, only if you accept them in the cookie banner, analytics cookies from Google Analytics and Microsoft Clarity. There are no advertising cookies. Nothing is loaded and no analytics cookie is set until you choose.

• exylia_consent: remembers whether you accepted or rejected analytics, for every Exylia site (it is set on .exylia.net). 180 days. Strictly necessary.
• __Host-ext_session: keeps you signed in. 30 days, renewed while you use the dashboard. Strictly necessary.
• __Host-ext_oauth: protects the Discord sign-in against forgery. 10 minutes. Strictly necessary.
• __Host-ext_connect: protects the connection of another Exylia app to your workspace. 10 minutes. Strictly necessary.
• NEXT_LOCALE: the language you chose. 1 year. Preference.
• ext_rail, ext_adv and ext_notice: remember the sidebar state, the open "Advanced" section and dismissed announcements. 1 year. Preference.
• The theme (light or dark) is kept in your browser's local storage and never leaves your device.

Analytics cookies, set only if you accept them:

• _ga and _ga_<id> (Google Analytics 4, Google LLC): tell visits and visitors apart. 2 years.
• _clck (1 year), _clsk (1 day), CLID (1 year) and MUID (1 year) (Microsoft Clarity, Microsoft Corporation): tell visits and visitors apart and join the pages of one session.

If you accept, Google and Microsoft receive the pages you visit (the URL path and the page title), the page you came from, your device, browser and operating system, your screen size, an approximate location they derive from your IP address, and your clicks and scrolls. Clarity also records sessions and builds heatmaps, with the text inside the dashboard and on transcript pages masked, so recordings do not show ticket, member or workspace content. Page addresses and titles may include workspace or server names, ticket numbers and Discord user IDs. Analytics never load on transcript and invitation links, because their address works as a password. Google Analytics runs with advertising features and Google Signals off (advertising storage, advertising user data and ad personalisation denied). Google Analytics data is kept for 14 months and Clarity recordings for 30 days.

You can change your choice at any time with the "Cookies" link in the footer. Rejecting after accepting deletes the analytics cookies and reloads the page. The choice applies to every Exylia site.

Discord avatars, server icons and some attachments are loaded by your browser directly from Discord's servers (cdn.discordapp.com), which receive your IP address when they do.

7. Who receives the data

We run the Service and its database on our own servers. We share personal data only with the providers needed to run it, each bound by its own data protection terms:

• Discord Inc. (United States): the bot works inside Discord, so everything written in tickets also lives on Discord under its own privacy policy; sign-in with Discord.
• Cloudflare, Inc. (United States; global network): DNS, TLS and network protection. All traffic to tickets.exylia.net passes through Cloudflare.
• Google LLC (United States), only if you accept analytics: Google Analytics 4 measures visits to the site and the dashboard. It receives the data described in section 6.
• Microsoft Corporation (United States), only if you accept analytics: Microsoft Clarity records sessions and heatmaps, with the dashboard's and transcripts' text masked. It receives the data described in section 6.
• AI model providers, only for workspaces with the assistant on and only when the platform's model connection points to them: Anthropic PBC, OpenAI, L.L.C. or OpenRouter, Inc. (all in the United States; OpenRouter forwards each request to the model provider it routes it to). They receive the content described in section 4. We use one connection at a time, and when the platform's model runs on our own servers no third party receives this content.

We may disclose data when required by law or by a court or competent authority, and to defend our legal rights. Customer staff see the Member data of their own workspace according to the permissions the Customer grants them. Customers can also send ticket data to systems of their choice, such as their own API through API keys and webhooks, another Exylia app they connect, their own AI provider or their own account lookup; those systems receive only what the Customer configures and are the Customer's responsibility.

8. How long we keep data

• User account: until you ask us to delete it by writing to [email protected]; we do so within 30 days. Accounts that own a workspace are deleted together with it or after it is handed to someone else.
• Login sessions and the Discord access token stored with them: until they expire (30 days without use); expired sessions are deleted every day. Signing out revokes the session at once.
• Workspace and Member data (tickets, messages, transcripts, notes, ratings, applications, profiles, staff records, AI conversations, audit log, usage counts): while the workspace exists. There is no automatic expiry: removing the bot from the server stops all new processing but does not erase what was stored. When a workspace is deleted, everything listed here is deleted with it.
• Workspaces never used (the bot never joined, no tickets, nobody but the owner) are deleted automatically a week after they were created.
• Transcript links: they stop working when the period the Customer sets runs out (365 days by default).
• Cached account lookups: for the time the Customer sets (5 minutes by default) and deleted a day after they expire. Failed background tasks: 30 days. Webhook delivery logs: the last 50 per webhook.
• Records of actions taken by our platform administrators (for example suspending or deleting a workspace) are kept for accountability, including after the workspace is gone.
• Analytics, only if you accepted them: Google Analytics data for 14 months and Clarity recordings for 30 days, in Google's and Microsoft's systems; the cookies for the periods listed in section 6.
• Emails with us: as long as needed to handle the matter and for up to 2 years afterwards, unless the law requires longer.

Backup copies, where they exist, are rotated and overwritten within 30 days, so deleted data disappears from them within that period.

9. International transfers

Our servers are in Chile, and the providers in section 7 are in the United States. Discord itself processes all messages in the United States. When data from the European Economic Area, the United Kingdom or Switzerland is transferred to a country without an adequacy decision, we rely on the European Commission's Standard Contractual Clauses (incorporated in our Data Processing Agreement for Customers) and on our providers' own safeguards, such as the EU-U.S. Data Privacy Framework or their Standard Contractual Clauses. Google LLC and Microsoft Corporation, which receive analytics data only with your consent, are certified under the EU-U.S. Data Privacy Framework.

10. Security

We protect data with measures appropriate to the risk, including:

• Encryption in transit (HTTPS/TLS) for all traffic to our site and between the bot and Discord.
• Secrets (custom bot tokens, AI provider keys, webhook secrets, Discord access tokens, integration tokens) encrypted with AES-256-GCM under keys derived per workspace or purpose.
• Session, invitation and API key tokens stored only as hashes; sign-in through Discord OAuth with PKCE.
• A database not exposed to the internet and reachable only from the Service's own containers.
• Strict separation of each Customer's data by workspace, role-based permissions within each workspace (reading transcripts is a permission of its own), internal notes never shown to openers, and an audit log of changes.
• Outgoing webhooks and AI or lookup connections configured by Customers are blocked from reaching private network addresses.

No system is completely secure. If a personal data breach occurs, we will notify affected Customers without undue delay, and the competent authority and affected people where the law requires it.

11. Your rights

Depending on where you live, you have the right to access your data, rectify it, erase it, restrict or object to its processing, receive it in a portable format and withdraw any consent you gave, without affecting earlier processing. In Chile, Law 19.628 grants the rights of access, rectification, cancellation and blocking, and from Law 21.719 taking effect also objection, portability and the right not to be subject to automated decisions.

To exercise them, write to [email protected] from a channel that lets us confirm your identity (we may ask you to confirm through your Discord account). Members should address the server first, as explained in section 1. We will answer without undue delay and within the time the applicable law allows (under the GDPR, one month, extendable where necessary).

You can complain to a data protection authority: in the European Union, the authority of your country of residence or work; in Chile, the Personal Data Protection Agency created by Law 21.719 once it is operating, or the courts under Law 19.628. We would appreciate the chance to resolve your concern first.

12. Minors

The dashboard is intended for people who are at least 18 years old or of legal age where they live, except for ticket openers who sign in only to read their own tickets, who must meet Discord's minimum age (13 in most countries, or more where local law requires it).

Many Discord communities include minors. The bot does not ask for or record anyone's age, and we never use Member data for advertising or profiling. Customers whose servers are aimed at minors must assess their obligations, including parental consent where the law requires it.

13. Changes and contact

We will update this policy when the Service or the law changes, and show the date of the latest version at the top. If a change materially affects how we use personal data, we will announce it in the dashboard at least 30 days before it applies.

Questions or requests: [email protected].