Pricing Plan

Email to Ticket Data Policy

Support Genix offers a powerful “email to ticket” feature, allowing you to create tickets directly from your support emails. To utilize this feature, ensure your support emails are forwarded to the Support Genix email system. Upon receiving the data, Support Genix will promptly generate a ticket, capturing the content of the email.

We want to assure you that all data sent to the Support Genix email system is highly secure. We explicitly declare that no associates, affiliates, employees, or any related parties will access, duplicate, alter, or analyze this information for any purpose whatsoever.

It’s important to note that within the Support Genix email system, the information received for processing is not stored in any way. Once the processing is completed, the information is promptly removed.

For a comprehensive understanding of our privacy policies, please refer to our full privacy policy here.

GDPR Compliance Statement

Email Processing for Support Ticket Generation System

1. Overview of Data Processing

Our plugin facilitates the generation of support tickets through email processing. This document outlines how we handle personal data in compliance with the General Data Protection Regulation (GDPR).

2. Data Processing Details

2.1 Purpose of Processing
  • The processing of emails is solely for the purpose of generating support tickets in your ticketing system
  • This processing is necessary for the legitimate interests of providing customer support services
2.2 Nature of Processing
  • Emails sent to your support email address are temporarily forwarded through our secure email server
  • The forwarding process enables automatic ticket generation in your chosen support system
  • This is an industry-standard practice utilized by major support platforms including HubSpot and similar services
2.3 Data Minimization and Storage
  • No email content or personal data is stored on our servers
  • All data is processed in real-time and automatically deleted after ticket generation
  • We maintain a strict no-storage policy for all processed emails
  • Our systems are designed with data minimization principles at their core

3. GDPR Compliance Measures

3.1 Legal Basis for Processing
  • We act as a data processor on behalf of you (the data controller)
  • Processing is based on Article 6(1)(f) of the GDPR – legitimate interests
  • The processing is necessary for the efficient management of customer support requests
3.2 Data Subject Rights
  • Due to our no-storage policy, we do not retain any personal data that could be subject to data subject requests
  • All data subject rights should be handled through your primary ticketing system where the actual tickets are stored
3.3 Security Measures
  • All email forwarding is conducted through secure, encrypted channels
  • Access to the processing system is strictly controlled and monitored
  • Regular security audits are performed to ensure system integrity
  • Technical safeguards are in place to ensure immediate data deletion after processing

4. Recommendations for Plugin Users

4.1 Privacy Policy Updates

We recommend updating your privacy policy to include:

  • Information about the email processing system used for support ticket generation
  • The temporary nature of email processing through our service
  • The fact that no additional data storage occurs during the forwarding process
4.2 Data Processing Agreement
  • As a data processor, we can provide a Data Processing Agreement (DPA) upon request
  • The DPA will outline the specific terms of data processing and respective responsibilities
4.3 Customer Communication

We recommend informing your customers that:

  • Emails sent to your support address will be processed through a secure ticketing system
  • The processing involves temporary forwarding through our secure servers
  • No additional copies of their emails are stored during this process
5. Compliance Certification

Our email processing system is:

  • Designed with Privacy by Design principles
  • Regularly audited for GDPR compliance
  • Updated to meet evolving data protection requirements
6. Contact Information

For any GDPR-related queries or to request our DPA, please contact: https://supportgenix.com/contact/

7. Updates to This Statement

This GDPR compliance statement may be updated periodically to reflect:

  • Changes in our processing systems
  • New regulatory requirements
  • Enhanced security measures

Last Updated: 12 January, 2025