Privacy Policy

This policy explains how DeskPine (“we”, “us”) handles personal data when you use our website and customer-support application (the “Service”). We act as a data controller for our own customers’ account data, and as a data processor for the support messages our customers manage through the Service on behalf of their own end-users.

Data we collect

• Account data — name, email, hashed password, workspace and team details.
• Support content — the emails, attachments, customer profiles and notes that flow through your shared inbox. This may contain personal data of your customers; you are the controller of that data and we process it on your instructions.
• Billing data — handled by our payment processor, Stripe. We store only subscription metadata (plan, seat count), never full card numbers.
• Email engagement — when open/click tracking is enabled on a mailbox, replies include a tracking pixel and wrapped links so agents can see whether a message was opened or a link clicked. This can be turned off per mailbox.
• Usage & analytics — anonymous, aggregated analytics (Google Analytics) and basic server logs to operate and improve the Service.

How we use it

• To provide, secure and support the Service.
• To process payments and manage subscriptions.
• To send transactional email (replies, notifications, password resets).
• To detect abuse and keep the Service reliable.

We do not sell personal data, and we do not use the content of your support inbox for advertising.

Gmail and Google user data

This section covers the Google user data DeskPine handles when a team connects a Gmail or Google Workspace mailbox with “Continue with Google” / “Connect Gmail”. It applies only to that data, in addition to the rest of this policy.

What Google user data we access

• Sending as the connected address (scope https://www.googleapis.com/auth/gmail.send): we send the replies your team writes in DeskPine, from that address. This scope cannot read your mailbox.
• Your Google account email address (scopes userinfo.email and openid): to know which mailbox was connected.

DeskPine does not read your mailbox through Google. Incoming mail reaches it only if you set Gmail to forward it to your workspace’s DeskPine address; we then store what Gmail forwards (sender, recipients, subject, body and attachments) from that moment on.

Mailboxes connected before October 2026 granted full access (scope https://mail.google.com/), which we use only to read the messages that arrive in the inbox from the moment of connection and to send replies. Connecting such a mailbox again replaces it with the send-only access above.

We do not access your contacts, calendar, Drive files or any other Google data.

How we use Google user data

• To show each incoming email as a conversation in your team’s shared inbox, thread replies to it, and let your team assign, tag, search and report on it.
• To send the replies your team writes, from the connected address.
• To produce an AI reply draft or summary of a conversation, only when an agent asks for one.

We do not use Google user data for advertising, we do not sell it, and we do not use it to train or improve AI or machine-learning models, ours or anyone else’s.

How we share Google user data

• With the members of your DeskPine workspace, who see the conversations in the shared inbox.
• With the service providers that run DeskPine on our behalf: DigitalOcean (hosting and database) and, when an agent asks for an AI draft or summary, OpenAI, which receives that conversation’s text for that request only and does not use it to train models.
• When required by law, or to protect the security of the Service and its users.

We do not share Google user data with anyone else, and no person at DeskPine reads your mail unless you ask us to for support.

How we protect Google user data

• OAuth access and refresh tokens are encrypted at rest and never shown to anyone, including your workspace admins.
• All traffic is encrypted in transit (TLS/HSTS), and each workspace’s data is isolated from every other workspace.
• Access to production systems is limited to the people who operate the Service.

How long we keep it, and how to delete it

• Conversations and attachments are kept while the mailbox stays connected and your workspace exists, so your team keeps its support history.
• Deleting the channel (Settings → Email channels) deletes its conversations and stored tokens and revokes our access at Google immediately.
• Deleting your workspace deletes all of its data, including every connected mailbox’s messages and tokens, and revokes our access at Google.
• You can revoke our access at any time from your Google Account’s third-party access page; we then stop sending (and, with full access, reading) mail for that mailbox. To stop incoming mail, remove the forwarding in Gmail’s settings. To have the data already stored deleted, delete the channel or contact privacy@deskpine.app.
• Copies in our encrypted database backups disappear as those backups roll off, on a limited rolling window.

Limited Use

DeskPine’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

AI agents and MCP connections

Owners and admins can connect an AI app (Claude, ChatGPT, Cursor or any other MCP client) to their workspace through DeskPine’s MCP server, as explained in our guide to connecting AI agents. This section covers those connections.

• What an agent can read and write. A connected agent acts on behalf of the person who connected it, with that person’s role and permissions: it can read the workspace’s tickets, internal notes, customers, articles, team and reports, and make the changes that person could make in the app (replies, notes, assignments, tags, articles, settings). Replies and anything else that emails someone outside the team, deletions and overwrites are shown to the person as a preview and only happen once they confirm. An agent can never see or change passwords, two-factor settings, passkeys, mailbox passwords or signing secrets, and it can’t pay, charge or refund anything: billing is only handed over as links to Stripe’s pages.
• Access by tokens you can revoke. Access works through OAuth tokens issued when the person signs in and clicks Allow (or a token they create in Settings → AI agents (MCP)). We store only a hash of each token. OAuth access tokens expire after an hour and refresh tokens after 90 days without use. The person, or any owner or admin of the workspace, can disconnect an app or revoke a token at any time in Settings → AI agents (MCP); a password reset, or no longer being an owner or admin, revokes all of that person’s.
• Retention. A revoked token stops working immediately; its record (name, dates and the hash) stays in the workspace’s security history until the person or the workspace is deleted. Changes an agent makes are recorded in the workspace’s activity and audit log like any other change by that person. Our server logs record each tool call (which tool, which workspace and user, and whether it worked), not its content, and are kept for a limited time to run and secure the Service.
• No conversation data. We don’t receive or store your conversations with the AI app, only the requests it makes to DeskPine. What the agent reads is sent to the AI provider you chose, which handles it under its own terms and privacy policy; that provider is your choice, not one of our sub-processors. We don’t use data accessed through these connections to train AI models.

Cookies & tracking

We use a strictly-necessary session cookie to keep you signed in, and analytics cookies to measure site usage. Email open/click tracking is a feature you control per mailbox and can disable at any time.

Sub-processors

• Stripe — payment processing.
• DigitalOcean — hosting (servers and database).
• Google Analytics — aggregate website analytics.
• Email delivery providers — to send and receive your support email.
• OpenAI — generates AI reply drafts and summaries when an agent asks for one; the conversation text is sent for that request only and is not used to train models.

Data retention

We keep account and support data for as long as your workspace is active. On account closure we delete or anonymize personal data within a reasonable period, except where we must retain it to meet legal or accounting obligations. We keep encrypted database backups for a limited rolling window.

Your rights

Depending on your location (e.g. GDPR/CCPA), you may have the right to access, correct, export or delete your personal data, or object to certain processing. To exercise these rights, contact us. If you are an end-user of one of our customers, please contact that business (the data controller) first.

Security

Connections are encrypted in transit (TLS/HSTS). Passwords are hashed, secrets are encrypted at rest, and each workspace’s data is isolated. No system is perfectly secure, but we work to protect your data and to notify you of material incidents.

Contact

Questions or requests: privacy@deskpine.app or via our contact page.