Политика конфиденциальности Ticketly

Ticketly — Privacy Policy

Effective Date: 10 September 2026

Last Updated: 15 October 2026

Ticketly is a Discord support and ticket management bot operated by BaconLight Studios™. This Privacy Policy explains what information Ticketly processes, why it is processed, how it is stored, how long it may be retained, and what privacy rights users may have.

By using Ticketly, including its Discord bot and web dashboard, you acknowledge that your information may be processed as described in this Privacy Policy, subject to applicable law.

1. Who We Are

Ticketly is operated by BaconLight Studios™, a software and technology project.

For privacy-related questions or requests, you may contact us at:

Discord: isrataha
Email: support@baconlight.com

For purposes of applicable data protection law, including the General Data Protection Regulation (GDPR) where applicable, the operator may act as a data controller for personal data processed directly in connection with Ticketly.

2. Scope

This Privacy Policy applies to information processed through:

The Ticketly Discord bot;
The Ticketly web dashboard;
Ticket channels and ticket-related records created or managed through Ticketly;
Ticketly's knowledge base system;
Server configuration and dashboard functionality; and
Related Ticketly services and infrastructure.

Ticketly operates through Discord and therefore interacts with Discord's platform and services. Discord may independently process information under its own privacy policy and terms.

3. Information We Process

Ticketly may process the following categories of information, depending on the features used and the server's configuration.

3.1 Discord Account Information

When you access the Ticketly dashboard, Ticketly may receive information from Discord through Discord OAuth2, including:

Discord user ID;
Discord username;
Discord display name, where available; and
Discord server or guild information associated with your account.

Ticketly does not intentionally collect or store your Discord password.

3.2 Discord Server Information

For servers where Ticketly is installed or where you access the dashboard, Ticketly may process information such as:

Server or guild ID;
Server or guild name;
Server icon information;
Channel IDs and names;
Role IDs and names; and
Discord permission information needed to determine whether you can manage Ticketly.

This information is used to provide server administration and dashboard functionality.

3.3 Ticket Information

When a user creates or interacts with a ticket, Ticketly may process information such as:

The Discord user ID of the ticket creator;
The Discord server or guild ID;
The ticket channel ID;
The issue or message submitted through the ticket form;
The ticket status; and
Information identifying a user who closes or manages the ticket, where recorded by the service.

Ticket content may contain personal information if a user voluntarily includes it in a ticket message or form.

3.4 Knowledge Base Information

Server administrators may add information to a server's Ticketly knowledge base, including:

Questions;
Answers; and
Keywords.

This information is processed to provide automated suggestions when users submit ticket issues. Knowledge base entries may be associated with the relevant Discord server.

3.5 Server Configuration

Ticketly may process configuration information required to operate within a Discord server, such as:

Configured staff role IDs;
Configured log channel IDs; and
Other settings used by Ticketly's features.

The exact configuration data depends on the features enabled and the server's setup.

3.6 Dashboard Session and Authentication Information

When you authenticate through the Ticketly dashboard, Ticketly creates a server-side session associated with your Discord account.

Ticketly processes session and authentication information, which may include account identifiers, authentication tokens, and session expiration information.

This information is used to maintain your authenticated session and communicate with Discord for authorized dashboard functionality. Authentication tokens are stored server-side rather than intentionally placed directly in your browser's session cookie.

4. Information We Do Not Intentionally Collect

Ticketly does not intentionally request or collect the following as part of its normal dashboard authentication and ticket functionality:

Discord passwords;
Payment card information;
Telephone numbers;
Postal addresses;
Precise location information;
Health information; or
Biometric information.

The dashboard uses Discord OAuth2 to obtain account and server information needed for authentication and server management. It does not intentionally collect users' email addresses directly through the current dashboard login process.

However, users may voluntarily include personal or sensitive information in ticket messages or other content. Ticketly cannot guarantee that user-submitted content will never contain such information.

Ticketly does not intentionally use cookies for advertising or cross-site behavioral profiling.

5. How We Use Information

Ticketly may process information for purposes including:

Providing and operating the Ticketly bot;
Creating and managing support tickets;
Creating and managing ticket channels;
Allowing authorized server administrators to configure Ticketly;
Providing dashboard functionality;
Authenticating dashboard users through Discord OAuth2;
Determining which servers a dashboard user is authorized to manage;
Providing knowledge base suggestions;
Maintaining server configuration;
Creating ticket closure logs where the relevant feature is enabled;
Preventing duplicate open tickets where supported;
Maintaining service functionality and security; and
Diagnosing and resolving technical problems where necessary.

Ticketly does not intentionally use ticket information for unrelated advertising or profiling purposes.

6. Legal Bases for Processing

Where the GDPR applies, Ticketly's operator relies on an appropriate legal basis for each processing activity. Depending on the activity and circumstances, possible legal bases may include:

Performance of a contract or requested service: Where processing is necessary to provide the requested functionality.
Legitimate interests: Where processing is necessary to operate, secure, maintain, or improve the service and those interests are not overridden by applicable rights and freedoms.
Legal obligation: Where processing is necessary to comply with applicable law.
Consent: Where consent is legally required and has been obtained.

The applicable legal basis depends on the particular processing activity. Not every listed legal basis necessarily applies to every category of information.

7. How Dashboard Access Works

Ticketly uses Discord OAuth2 to authenticate dashboard users.

When you select the Discord login option, Discord authenticates your account and provides Ticketly with information and authorization permitted by the requested OAuth2 scopes.

Ticketly then uses information provided by Discord, including server membership and administrator permissions, to determine which servers are available for management through the dashboard.

A server is available for management only when the user meets the dashboard's permission requirements and Ticketly is present in that server.

Ticketly does not request your Discord password during this process.

8. Ticket Visibility

Ticket messages and ticket channels should not be assumed to be private from the Discord server's authorized staff.

Depending on the server's configuration and Discord permissions, ticket content may be accessible to:

The user who created the ticket;
Members with the configured Ticketly staff role;
Server administrators;
Ticketly, to the extent necessary to operate the ticket system; and
Other Discord users who have been granted appropriate permissions by the server administrator.

Server administrators are responsible for configuring appropriate Discord permissions and deciding who can access ticket information.

Users should review the privacy practices of the relevant Discord server before submitting personal information through a ticket.

9. Automated Knowledge Matching

Ticketly may compare a user's ticket issue with information stored in the relevant server's knowledge base.

The current knowledge matching approach uses keyword matching and similarity or confidence-based matching to determine whether an existing knowledge base answer may be relevant.

The current matching approach does not require sending the ticket issue to an external generative AI provider.

Automated suggestions are informational and may be incomplete, irrelevant, or inaccurate. Users and server administrators remain responsible for deciding whether a suggested answer is appropriate.

10. Data Storage

Ticketly uses databases and server-side storage to maintain information required for its operation.

Depending on the feature and the data involved, stored information may include:

Ticket-related records and issues;
Discord server, channel, and user information;
Knowledge base entries;
Server configuration;
Ticket status and related information; and
Dashboard authentication and session information.

Dashboard authentication information, including OAuth tokens where applicable, is stored server-side and used to maintain sessions and provide authorized functionality.

The storage and retention of ticket records, knowledge base entries, and server configuration depend on the relevant features and service implementation.

11. Data Retention

Ticketly retains information for as long as reasonably necessary for the purposes described in this Privacy Policy, subject to applicable legal requirements.

Retention depends on the category of information and the features involved.

Ticket channels: When a ticket is closed, the corresponding Discord channel may be deleted according to the bot's configured behavior.
Ticket records: Deleting a Discord channel does not necessarily delete related records. Ticket-related information may remain stored after a channel is removed.
Knowledge base entries: Entries may remain available until they are deleted or otherwise removed through the service.
Server configuration: Configuration information may remain stored until it is changed, removed, or otherwise deleted.
Dashboard sessions: Session information is retained for the period necessary to maintain authentication. The dashboard is configured to support sessions lasting up to 30 days, subject to expiration checks and session management.
OAuth tokens: Authentication tokens may be removed when the relevant session is cleared, such as during logout, or when an expired session is detected.

Ticketly does not guarantee immediate deletion of every expired session record or a fixed automatic deletion period for every category of stored data.

Retention practices may change as Ticketly develops. Where required by law, applicable data retention obligations will take precedence.

12. Data Sharing

Ticketly does not sell personal information.

Ticketly may process or disclose information when reasonably necessary to:

Operate Ticketly and provide its features;
Communicate with Discord's API and services;
Use hosting, infrastructure, or other service providers necessary to operate Ticketly;
Maintain or secure the service;
Comply with legal obligations;
Respond to lawful requests from competent authorities; or
Protect the rights, property, or security of Ticketly, BaconLight Studios™, users, or others.

Access to ticket content may also be available to authorized staff and administrators of the relevant Discord server, as described in this policy.

Ticketly does not intentionally disclose ticket contents to unrelated third parties for advertising purposes.

13. Discord

Ticketly depends on Discord for authentication, server information, permissions, and Discord-based functionality.

Discord independently processes personal data under its own terms and privacy practices. When you use Ticketly through Discord, your interactions may also be subject to Discord's privacy policy and terms.

Ticketly does not control how Discord processes information outside Ticketly's own services.

14. Server Administrators and Their Responsibilities

Discord server administrators control how Ticketly is configured within their servers. Depending on the available features, administrators may determine:

Which roles can access tickets;
Which channels receive ticket logs, where logging is enabled;
What information is added to the knowledge base; and
Who has access to relevant Discord channels and information.

Server administrators are responsible for configuring their servers appropriately and ensuring that their use of Ticketly complies with applicable laws, Discord's rules, and their own privacy obligations.

If you submit personal information through a Ticketly ticket, that information may be accessible to the relevant server's administrators and authorized staff.

15. User Responsibilities

Users should avoid submitting unnecessary sensitive personal information through Ticketly tickets.

Do not use Ticketly tickets to disclose information such as passwords, payment card details, authentication credentials, or other highly sensitive information unless strictly necessary and appropriate for the situation.

If you believe sensitive information has been submitted accidentally, contact the relevant server administrators and, where appropriate, Ticketly using the contact information in this policy.

16. Cookies and Sessions

The Ticketly dashboard uses session technology to maintain authentication and provide dashboard functionality.

The dashboard uses security-related cookie settings, including HTTP-only and SameSite protections. The Secure cookie attribute depends on the configured deployment URL and may not be enabled in every environment.

The session cookie contains a session identifier, while authentication tokens are maintained server-side.

The dashboard is configured to support sessions lasting up to 30 days, subject to expiration checks and session management.

Production deployments should use HTTPS and appropriate secure cookie configuration. Cookie settings alone do not guarantee the security of a deployment.

Ticketly does not intentionally use session cookies for advertising or cross-site behavioral profiling.

17. Security

Ticketly uses technical measures intended to protect information against unauthorized access, alteration, disclosure, or destruction. Depending on the relevant component, these measures include:

Discord OAuth2 state validation;
Server-side session and token storage;
Dashboard access checks;
Discord permission checks; and
Controls for application credentials and stored authentication information.

These measures reduce certain risks but cannot eliminate all security threats. The actual security of the service also depends on deployment configuration, access to hosting infrastructure, credential management, dependencies, and other operational practices.

No online service or storage system can be guaranteed to be completely secure.

Users should take reasonable steps to protect their Discord accounts and should never share their passwords or authentication credentials.

18. OAuth Security

Ticketly uses Discord OAuth2 authorization for dashboard authentication.

The dashboard uses a state value to help protect against forged or unauthorized authentication requests. The authentication process includes validation of this state and checks intended to reject expired requests.

Ticketly does not request your Discord password.

OAuth access and refresh tokens, where issued and stored, are maintained in server-side session records rather than intentionally placed in the browser's session cookie. These tokens are sensitive authentication information used for authorized communication with Discord.

You should never provide your Discord password or authentication credentials through a Ticketly ticket, dashboard form, or other Ticketly feature.

19. International Data Transfers

Ticketly may process or store information in countries other than the country in which you live, depending on the locations of the service's hosting and infrastructure providers.

Where the GDPR or other applicable data protection laws apply, international transfers of personal data will be handled in accordance with the applicable legal requirements and appropriate safeguards where required.

The exact locations of processing may depend on the infrastructure used to operate Ticketly.

20. Children's Privacy

Ticketly is not specifically directed toward children, and the service does not intentionally collect age information as part of its normal dashboard authentication process.

However, Ticketly operates through Discord, and users of different ages may interact with it. Users and server administrators should comply with the age requirements and terms applicable to Discord and the relevant jurisdiction.

Where applicable law imposes specific requirements concerning the processing of children's personal data, the operator will handle such data in accordance with those requirements.

Parents or legal guardians who believe that a child has provided personal information through Ticketly may contact us using the contact information in this Privacy Policy.

21. Your Privacy Rights

Depending on your location and applicable law, you may have rights concerning your personal data.

Where the GDPR applies, these rights may include:

The right to access your personal data;
The right to correct inaccurate personal data;
The right to request erasure of personal data;
The right to request restriction of processing;
The right to object to certain processing;
The right to data portability where applicable;
The right to withdraw consent where processing is based on consent; and
The right to lodge a complaint with a competent data protection supervisory authority.

These rights are subject to the conditions, exceptions, and limitations provided by applicable law.

To exercise a privacy right, contact us using the details in the Contact section. We may request information reasonably necessary to verify your identity or clarify your request. We will handle requests in accordance with applicable law.

22. How to Request Data Deletion

If you would like to request deletion of personal information processed by Ticketly, contact:

Discord: isrataha
Email: support@baconlight.com

Please provide enough information for us to understand your request and identify the relevant Ticketly data. Avoid sending passwords, authentication tokens, or unnecessary sensitive information.

Where reasonably necessary, we may request additional information to verify the request and prevent unauthorized access or deletion.

Some information may need to be retained where required or permitted by applicable law. Deletion may also depend on whether the information is held by Ticketly, Discord, a server administrator, or another independent service provider.

Submitting a deletion request does not mean that every record will necessarily be removed immediately. We will assess and handle the request in accordance with applicable legal requirements.

23. Removing Ticketly

If Ticketly is removed from a Discord server, its ability to create or manage tickets in that server will be affected.

Removing the bot does not necessarily delete all previously stored records, knowledge base entries, server configuration, or dashboard authentication information.

Previously stored information may remain subject to the retention practices described in this Privacy Policy unless it is deleted through the relevant functionality, a valid deletion request, or another applicable process.

Removing Ticketly from a server should not be treated as a complete data deletion request.

24. Third-Party Services

Ticketly relies on third-party services and infrastructure necessary for its operation, including Discord and the hosting or infrastructure providers used to operate the service.

These providers may process information according to their own terms and privacy policies.

Ticketly's operator does not control the independent privacy practices of third-party services. Users should consult the relevant provider's privacy documentation for information about its processing activities.

25. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in Ticketly's functionality, data processing practices, infrastructure, or applicable legal requirements.

When material changes are made, we may update the Last Updated date and, where appropriate, provide additional notice.

The updated policy will apply from its stated effective date, subject to applicable law. Where required, we will obtain consent or take other steps before applying changes to existing processing activities.

26. Contact

For privacy questions, data requests, or concerns regarding Ticketly's processing of personal information, contact:

BaconLight Studios™

Email: support@baconlight.com
Discord: isrataha

For requests concerning access, correction, deletion, restriction of processing, objection, or other privacy rights, please use the contact information above.

27. Applicable Law

This Privacy Policy is intended to operate consistently with applicable data protection and privacy laws.

Where applicable, the processing of personal data by Ticketly's operator may be subject to the General Data Protection Regulation (EU) 2016/679 (GDPR) and applicable national data protection legislation, including Bulgarian legislation where relevant.

The applicable legal framework depends on the operator's circumstances, the processing activity, and the individuals concerned.

Nothing in this Privacy Policy is intended to remove or limit any rights that cannot legally be waived.

28. Summary

In summary:

Ticketly processes information necessary to provide its Discord bot and dashboard functionality.
Information may include Discord account, server, ticket, knowledge base, configuration, and session information.
Ticketly does not intentionally collect Discord passwords or payment card information.
The dashboard uses Discord OAuth2 to authenticate users and obtain the information needed for server management.
Dashboard authentication information, including OAuth tokens where applicable, is stored server-side.
Ticket content may be visible to authorized server staff and administrators.
Deleting a Discord ticket channel does not necessarily delete associated records.
Knowledge base entries and server configuration may remain stored until removed through the relevant functionality or another applicable process.
Ticketly does not sell personal information.
The current knowledge matching approach uses keyword and similarity/confidence-based matching and does not require an external generative AI provider.
Users may have privacy rights under applicable law, including GDPR rights where the GDPR applies.
Privacy requests can be submitted using the contact information provided in this policy.

This summary is provided for convenience. The full Privacy Policy above governs the description of Ticketly's information processing practices.