Privacy Policy

Introduction

TicketFlow (“TicketFlow”, “we”, “us”) is a customer support ticketing application for Shopify merchants. This Privacy Policy explains how we collect, use, store, and share personal data when you install TicketFlow on your Shopify store or when your customers interact with support features we power.

By installing TicketFlow, the merchant (“you”) agrees that TicketFlow will process personal data as described here. If you do not agree, please uninstall the application.

TicketFlow is operated by the Partner account that publishes this application on the Shopify App Store. Contact details for privacy requests appear at the end of this policy.

Roles and Shopify

When you use TicketFlow with Shopify, Shopify continues to process merchant account data under Shopify’s own policies. TicketFlow accesses Shopify data only through Shopify APIs using the permissions you approve during installation.

For messages sent by your customers through TicketFlow (for example via your storefront contact flow or support portal), your store typically acts as the controller of customer personal data, and TicketFlow processes that data on your instructions to provide the service.

Categories of personal data we process

Depending on how you configure TicketFlow and how customers contact you, we may process:

• identifiers and contact details (such as customer name and email address);

• order identifiers or references that you or Shopify expose to the application;

• ticket and message content (including attachments metadata or URLs stored by the application);

• technical logs necessary to operate the service (such as timestamps, shop identifiers, and error diagnostics);

• email notification preferences you configure in the application settings.

We do not use this information to sell personal data or to advertise unrelated third‑party products.

Purposes and legal bases

We process personal data to provide, secure, and improve TicketFlow (for example: displaying tickets to your staff, sending notifications you enable, troubleshooting incidents, and complying with applicable law).

Where the GDPR applies, we rely on performance of a contract (providing the app you subscribed to), legitimate interests (keeping the service reliable and secure), and, where required, consent for optional communications.

Hosting, retention, and subprocessors

TicketFlow stores application data (including ticket records) on infrastructure chosen by the application operator (for example a managed PostgreSQL database and application hosting). Retention follows operational needs and your uninstall/deletion workflows; after you uninstall the application, Shopify may send mandatory privacy webhooks and we delete or anonymize shop data in line with our operational practices and legal obligations.

Shopify processes data under Shopify’s terms and privacy policy when you use Shopify services. Our application may use subprocessors involved in hosting, email delivery, or AI‑assisted drafting only if those features are enabled by configuration and consistent with Shopify’s requirements.

International transfers

Your data may be processed in countries where our hosting providers operate. Where required, we implement appropriate safeguards (such as standard contractual clauses) or rely on derogations permitted by law.

Security

We implement administrative, technical, and organizational measures appropriate to the risk, including access controls, encryption in transit (HTTPS), and least‑privilege access for credentials. No method of transmission or storage is completely secure; we encourage merchants to follow Shopify security best practices.

Your rights

Depending on your jurisdiction, you may have rights to access, rectify, delete, restrict, or port personal data, and to object to certain processing. Many customer requests are handled by the merchant as the storefront controller; TicketFlow supports merchant workflows and Shopify’s mandatory GDPR webhooks where applicable.

You may contact us using the email address below. You may also lodge a complaint with a supervisory authority.

Changes

We may update this Privacy Policy from time to time. Material changes will be indicated by updating the “Last updated” date at the top of this page. Continued use of TicketFlow after changes means you acknowledge the updated policy.

Contact

Privacy questions and requests: contact@theticketflow.com

If no email is shown above, use the support contact published on the TicketFlow Shopify App Store listing.