Privacy Policy

When you sign in to the dashboard with Discord, we request the identify, email and guilds scopes and store:

• your Discord user ID, username, display name, avatar and email address;
• the servers you are a member of where you can manage HC Tickets, with your Discord permissions in each — used only to decide which servers you can configure;
• the access and refresh tokens Discord issues, encrypted at rest (AES-256-GCM), so your server list can be refreshed without signing in again;
• when you created your account and last signed in.

When a server uses the bot, we store the server’s ID, name, icon and owner ID, and the configuration its administrators set up (channels, roles, panels, forms and messages).

When someone opens or works on a ticket, we store:

• ticket details: number, channel, the Discord user ID of the person who opened it, who claimed, closed or escalated it, timestamps, and any close or escalation reason;
• answers given in the ticket’s form, if the server uses one;
• who was added to or removed from the ticket;
• an activity log of ticket actions (for example “claimed by”, “closed by”), recorded by Discord user ID.

Transcripts. When a ticket closes, or staff request one, the bot saves a transcript of that ticket channel: each message’s text, author (user ID, username, server nickname, avatar, role colour and role IDs), timestamps, embeds, stickers, reactions and replies. For attachments we keep the file name, size and Discord’s link — not a copy of the file. Messages deleted while the ticket was open are held briefly in memory and included in the transcript, so the record is complete; that memory is cleared once the transcript is saved or the bot restarts.

Images uploaded in the dashboard for panel embeds are stored and publicly reachable by their link, because Discord has to load them to display the panel. We record who uploaded each one, and when.

Technical data. The dashboard uses cookies only to keep you signed in. Our hosting providers keep standard request logs, which include IP addresses.

Message Content. The bot reads message content only in ticket channels: to build transcripts and to respond to staff commands such as .close. For any message elsewhere, the bot checks only whether its channel is a ticket and stops there — it does not store or process the message.

Server Members. Used to notice when someone who opened a ticket leaves the server, so their open tickets can be closed if the server enables that. We do not store member lists. The bot looks up a member’s current roles when they press a ticket button, to check they are allowed to; it does not keep that information.

Direct messages. The bot may DM you about your own ticket — for example when it is opened or closed, with its transcript — if the server enables this. It does not read DMs.

• to run tickets: creating channels, applying permissions, saving transcripts and sending the messages the server has configured;
• to decide who may use the dashboard and the bot’s staff actions;
• to show server administrators their ticket history and statistics;
• to understand overall usage — for example how many servers and people use HC Tickets — from aggregate counts;
• to keep the service secure, prevent abuse, fix problems and answer requests.

We do not sell or rent personal information, use it for advertising, or share it for cross-context behavioural advertising. We do not use any data obtained through Discord to train AI or machine-learning models.

• Server administrators who can manage HC Tickets for a server can see that server’s tickets, transcripts and activity in the dashboard.
• The person who opened a ticket, and anyone added to it who has not been removed, can read that ticket’s transcript after signing in.
• Staff in Discord see ticket channels according to the roles the server configures. If a server sets a log or transcript channel, the bot posts ticket events and transcript links there.
• We can access data where needed to operate the service, investigate abuse, respond to requests or meet legal obligations. Access to transcripts by our administrators is logged.
• Service providers that host the service for us, listed below, under their own security and privacy terms.
• Authorities, if we are legally required to disclose information, or to protect the safety of people or the service.

• Discord — the platform the bot runs on and sign-in.
• Supabase — database, authentication and file storage.
• Vercel — hosts this website.
• A virtual private server provider — runs the bot.

Your data may be processed in countries other than your own. Wherever it is processed, we take steps to keep it protected in line with applicable data-protection laws.

Ticket records and transcripts are kept so servers can refer back to past support conversations. They stay after a ticket’s channel is deleted, and after the bot is removed from a server, so a server that re-adds the bot keeps its history. They are deleted when the server or the people concerned ask us to (see below).

Your dashboard account, including your encrypted Discord tokens, is kept until you ask us to delete it. Request logs are kept by our providers for their standard retention periods.

• Access, correction and deletion. You can ask for a copy of the personal information we hold about you, or for it to be corrected or deleted. Server owners can ask us to delete all of their server’s data.
• Revoke access. You can disconnect HC Tickets at any time in Discord under User Settings → Authorized Apps. Server administrators can remove the bot from their server.
• Direct messages. You can stop the bot’s DMs by closing DMs from server members in Discord’s privacy settings.

Depending on where you live (for example the EU, UK or California), you may have further rights, such as objecting to processing or lodging a complaint with a data protection authority. We will not treat you differently for exercising them.

Ticket content belongs to the server where it happened as well as to you. When you ask us to delete a transcript containing your messages, we will remove your personal information from it unless we are legally required to keep it.

Data is encrypted in transit, Discord tokens are encrypted at rest, transcripts are kept in private storage, and every request to the dashboard is checked against your permissions for the server involved. No system is perfectly secure; if a breach affects your information, we will notify you as the law requires.

HC Tickets is not directed at children. You must meet Discord’s minimum age (13, or older where your country requires it) to use Discord, and so to use HC Tickets. If you believe a child under that age has given us personal information, contact us and we will delete it.

We will update this policy from time to time as our practices change or the law requires. When we do, we will post the new version here with a new date. If you keep using HC Ticketsafterwards, we will take that as acceptance of the update.

For privacy questions or requests, including deletion:

Email contact@hostcustoms.com for legal and privacy requests — we aim to respond within 3–5 business days. For general help, join our Discord server.

Your use of HC Tickets is also governed by our Terms of Service, and of Discord by Discord’s own Terms and Privacy Policy.