Privacy Policy
Last updated: 11 November 2026
Operator: Brand Hub Studio Ltd (“Brand Hub”, “we”, “us”), company number 14215260, The Coach House, 1 Howard Road, Reigate, Surrey, England, RH2 7JE. Company website: brand-hub.co.
Product: Ticket Merge, a Zoho Desk Sigma extension. Product site: ticket-merge.com. API: api.ticket-merge.com. Contact: hello@brand-hub.co
1. Who this notice is for
Ticket Merge is used by Zoho Desk organisations. This notice covers two roles:
- Website visitors and account contacts (you visit ticket-merge.com, email support, or pay for a plan). For that information, Brand Hub Studio Ltd is the data controller.
- Ticket and Desk data that Ticket Merge processes after an organisation installs the extension and connects Zoho Desk. For that information, the installing organisation is the data controller, and Brand Hub Studio Ltd is the data processor acting on the organisation’s instructions.
If you are a help-desk end customer (the person who opened a ticket), please contact the organisation that runs the Desk portal. We process that ticket data only for that organisation.
2. The service in one paragraph
Ticket Merge finds similar Zoho Desk tickets, usually from the same contact, and helps agents merge them into one kept ticket — either by suggestion or, on eligible plans, automatically. AI duplicate detection is included on every plan, including Free, and is on by default at install. When that setting is on, Ticket Merge may send redacted ticket text to Mistral AI, a company based in France, in the EU. A Desk administrator can turn this off in Preferences so ticket text is not sent to Mistral. AI summaries, merge briefs and recaps are included on Starter, Team and Business, and during the 7-day trial, and also need that setting to be on. Agents can also save an email address or Slack webhook so Ticket Merge can notify the team when Auto-merge runs. Ticket Merge does not send emails to end customers automatically.
3. Information we collect
3.1 Website and support
When you use ticket-merge.com or email us, we may collect your name, email address, message content, and ordinary technical logs (for example IP address, browser, and pages requested). The production website uses Cloudflare Web Analytics. It is cookieless: it does not set analytics cookies, and it collects aggregated visit data only. No analytics cookies are used, and no cookie banner is needed for this analytics. The analytics beacon is used on the live site only, not on the private preview.
If you use the USD/EUR switch on the website, we then store that choice in a first-party cookie named tm_currency (kept for up to one year) and in your browser’s local storage, so we can show prices and, at checkout, charge in that currency. We do not set that cookie merely because we guessed a default from your location; a location-based default is used for that visit only, unless you use the switch. This is a preference cookie, used only to remember the currency you chose. It is not an analytics cookie, and it is not used for advertising. You can change currency at any time with the switch. If you delete the cookie and site data in your browser, we will not set the cookie again unless you use the switch.
3.2 Billing
Paid plans are billed through Stripe by Brand Hub Studio Ltd, as a monthly subscription per Zoho Desk organisation. We store a Stripe customer and subscription reference, plan, and billing contact details. We do not store full card numbers on our servers; Stripe processes payment cards. No VAT is charged. Brand Hub Studio Ltd is not VAT registered. Invoices and tax/billing records are kept for 6 years, as required under UK law. See section 6 for other retention periods.
3.3 Organisation and Zoho Desk data (processor)
After an organisation connects Ticket Merge, we process:
Zoho OAuth connection. The extension requests these Zoho Desk scopes: Desk.tickets.ALL, Desk.contacts.ALL, Desk.basic.READ, Desk.settings.READ, and Desk.events.ALL. We store the organisation’s Zoho data centre, an encrypted OAuth refresh/access token, a hashed org token used by the extension, a hashed (and, for new connections, encrypted) webhook secret, and a webhook identifier.
Ticket working copies. For matching and rescans we store an encrypted copy of ticket fields used by the product, including ticket id and number, subject, body, contact id and email, department, status, created time, channel, URL, custom fields, and whether an agent has replied. Schema rules are that ticket bodies, subjects and OAuth tokens must not sit in plaintext columns.
Decisions and merge history. We store group membership (ticket ids), confidence, whether the group was suggested, auto-merged, logged in shadow mode, dismissed, merged or undone, and related timestamps. Merged groups can be archived (automatically after 30 days, or manually).
Pre-merge snapshots. Before a merge we keep an encrypted snapshot of each ticket so Undo can rebuild a ticket later, while the snapshot remains in date.
Notifications settings. An organisation can save one notification email address (stored on the organisation record) and/or a Slack incoming-webhook URL (stored encrypted, and not shown again after save). Ticket Merge sends team notifications only when a plan or an active 7-day trial allows it, and only to those saved channels.
AI settings, detection and summaries. AI duplicate detection (a “same issue?” check) is included on every plan, including Free, and is on by default at install. A Desk administrator can turn it off in Preferences, under AI and privacy, by switching off “Send ticket text to Mistral”. While that setting is off, ticket text is not sent to Mistral. Only a Desk administrator can change this setting. Word-based matching continues when it is off.
When the setting is on, we may send ticket title (subject) and description (body) to Mistral AI at api.mistral.ai (model mistral-small-2603). Threads, comments and Zoho contact fields are not sent as separate fields. Before sending, we redact known contact details: the Zoho contact’s name, email and phone number where they appear in that text, and we also mask other email addresses and phone numbers found in the text. Other names in the text are not removed. Text is cut to fit the request (up to 4,000 characters for a summary; shorter limits apply to a same-issue comparison). Residual personal data may still remain in the text.
That sending is used for:
- duplicate / same-issue detection on every plan, including Free; and
- AI summaries, merge briefs and recaps, only on Starter, Team and Business, and during the 7-day trial.
Mistral AI is a company based in France, in the EU (Mistral AI, 15 rue des Halles, 75001 Paris, France). Under Mistral’s Data Processing Addendum, Mistral processes personal data in the API request as a processor for its customer. For Desk ticket data, the installing organisation remains the controller, Brand Hub is the processor, and Mistral is a sub-processor. How Mistral describes its own handling is also set out in Mistral’s privacy policy.
Short AI summaries may be stored so agents can review a group. Unlike ticket payloads and snapshots, those summary/recap fields are not encrypted in the current database schema.
Preferences and usage. Plan, department modes (Suggest or Auto), whether detection runs across departments, a Team/Business department allowlist, credit-share settings (default 10% of the org’s daily Zoho API pool, adjustable by an administrator between 5% and 25%), daily credit counters, monthly merge-allowance counters, 7-day trial start and end, a customer-reply template (used only when an agent clicks “Let the customer know”; never sent automatically), and a cached Desk-admin flag.
Audit log. We record actions (for example settings changes, merges, 7-day trial events, notification results) with organisation, ticket or decision ids and an optional short detail. Audit detail is cleared when the related snapshot expires, so ticket text does not remain in the audit row.
Extension storage. The Sigma widget may store the Ticket Merge organisation id in Zoho extension storage. The org token is a secure Desk configuration field and is not read by the widget; Desk attaches it to widget requests.
We do not use Zoho search as a separate scope (Desk.search.READ is not requested). We do not call Zoho recycle-bin restore.
4. How we use information
- To provide Ticket Merge: detect likely duplicates, show suggestions in Zoho Desk, merge tickets when an agent approves or when Auto-merge is allowed to run, and show a dashboard of groups to review or already merged.
- To protect the organisation’s Zoho daily API credits, including pausing Auto-merge or further ingest when Ticket Merge’s share of the pool is used.
- To send optional team notifications (email via Resend, Slack via the organisation’s webhook) when Auto-merge runs, when the 7-day trial ends, or when credit-share alerts fire. Notification text includes subjects and ticket numbers, not ticket bodies.
- To run AI duplicate detection on every plan, including Free, and to generate AI summaries, merge briefs and recaps on Starter, Team and Business or during the 7-day trial, unless a Desk administrator has turned off “Send ticket text to Mistral” in Preferences. Word-based matching continues when that setting is off. Matching itself does not use a model unless that setting is on for the check.
- To support Undo on Team and Business (and during the 7-day trial), using the encrypted snapshot.
- To bill and support the organisation, and to meet legal duties.
We do not sell personal data. We do not use ticket content to train a Brand Hub model. How Mistral handles data sent to it is described in Mistral’s privacy policy and Data Processing Addendum.
5. Lawful bases (UK GDPR / UK Data Protection Act 2018)
For information we control (website, support, billing contacts):
- Contract — to provide the site, support and a paid subscription.
- Legitimate interests — to secure the service, keep basic logs, and improve the product, balanced against your rights.
- Legal obligation — tax and accounting records for paid plans.
We do not use analytics cookies, and a cookie banner is not needed for Cloudflare Web Analytics. Ticket Merge does not send marketing emails. We only send service and transactional emails, such as team notifications, billing messages, and support replies.
For Desk ticket data, we process as a processor on the organisation’s documented instructions (the installation, connection and in-product settings, including the AI and privacy setting). The organisation is responsible for its own lawful basis toward its staff and its end customers.
6. Retention
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| Data | How long we keep it |
|---|---|
| Organisation record, encrypted tokens, ticket working copies, decisions | Until 7 days after the organisation uninstalls, or after a valid deletion request, then the organisation’s data is purged |
| Encrypted pre-merge snapshots | 30 days by default. Business can opt in to 90 days. Snapshots already stored keep their original expiry if a plan no longer includes the longer option |
| Audit detail that might accompany a snapshot | Cleared when that snapshot expires. The audit action and ids can remain until the organisation is purged |
| Notification email and encrypted Slack webhook | While the organisation is installed (or until the admin removes them) |
| Support emails | 2 years after last contact |
| Invoices and tax/billing records | 6 years (UK legal requirement) |
| Website and server logs | 30 days |
Merged groups older than 30 days are treated as archived in the default “Merged” list. That is a display rule, not a deletion.
7. Subprocessors and other recipients
These are the processors and platforms the product uses, including Stripe for paid-plan billing:
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| Party | Role | Typical location / notes |
|---|---|---|
| Cloudflare | Hosts the Ticket Merge worker, queues, and the EU-jurisdiction D1 database. Also provides Cloudflare Web Analytics on the production website | D1 is configured with EU jurisdiction. Cloudflare may operate globally for the edge network. Web Analytics is cookieless and collects aggregated visit data only. |
| Zoho | Zoho Desk and Zoho Sigma; the organisation’s existing Desk portal and marketplace | The organisation’s chosen Zoho data centre (for example EU). |
| Mistral AI | AI duplicate detection on every plan, and AI summaries, merge briefs and recaps on Starter, Team and Business or during the 7-day trial, unless a Desk administrator turns this off | Mistral AI is based in France (EU). Ticket Merge calls api.mistral.ai. Known contact names, emails and phone numbers are redacted first. Under Mistral’s Data Processing Addendum, Mistral acts as a processor for Brand Hub and, for Desk ticket data, as a sub-processor of the installing organisation. |
| Resend | Sends team notification email, if a notify address is saved and email is configured | Mail is sent from notifications@send.ticket-merge.com. |
| Stripe | Payment processing for paid plans (Starter, Team, Business), billed by Brand Hub Studio Ltd | Card details are processed by Stripe, not stored on Ticket Merge servers. Monthly subscriptions per organisation. |
If the organisation pastes a Slack incoming-webhook URL, Ticket Merge posts a short alert to that workspace. Slack in that case is the organisation’s own processor, not a Ticket Merge subprocessor we appoint for every customer.
8. International transfers
The production database is an EU-jurisdiction Cloudflare D1 database. Some subprocessors or their infrastructure may process personal data outside the UK. Where a transfer of personal data from the UK is a restricted transfer, we rely on the mechanisms in each vendor’s published terms, as reviewed on 12 November 2026, as follows.
Cloudflare. Cloudflare’s Customer Data Processing Addendum (version 6.4, effective 3 April 2026) incorporates the EU Standard Contractual Clauses and the UK International Data Transfer Addendum issued by the Information Commissioner’s Office (Version B1.0) for transfers of personal data protected by UK GDPR.
Stripe. Paid-plan billing involves a transfer of relevant personal data to Stripe, LLC in the United States. Stripe’s Data Processing Agreement incorporates its Data Transfers Addendum, which provides, in the order Stripe sets out, the EU-U.S. Data Privacy Framework (and, where applicable, the UK Extension to that framework), the EU Standard Contractual Clauses, and the UK International Data Transfer Addendum.
Resend. Resend states that its primary processing operations, including storage of message content and logs, take place in the United States. Resend’s Data Processing Addendum incorporates the EU Standard Contractual Clauses for transfers out of the EEA, and the UK Addendum for UK transfers. Resend also describes the EU-U.S. Data Privacy Framework and the UK Extension as an additional transfer mechanism.
Mistral AI. Mistral AI is established in France. A transfer of personal data from the UK to Mistral in France can rely on the UK’s adequacy regulations for the EEA, which include France. Ticket Merge calls Mistral at api.mistral.ai. Mistral describes that endpoint as not region-specific, so we do not claim that inference, or all Mistral processing, takes place only in the EU or the UK. Mistral’s Trust Center subprocessor list, as reviewed on 12 November 2026, includes Microsoft in Sweden and Norway, and Google in the Netherlands, Belgium and the United States, in connection with the US API endpoint. Mistral’s Data Processing Addendum (effective 27 July 2026) authorises further transfers to countries the European Commission has found adequate, or on the basis of adequate safeguards under applicable data protection law, or pursuant to the EU Standard Contractual Clauses. That public DPA does not expressly incorporate the UK International Data Transfer Addendum.
If a vendor updates the transfer mechanism in its published terms, the updated published terms apply to our use of that vendor.
9. Security
OAuth tokens, ticket working copies, pre-merge snapshots and Slack webhook URLs are encrypted with AES-GCM using a server-side key held as a Worker secret. Webhook secrets are stored as a SHA-256 hash (and, for new connections, also as ciphertext). Access to the API is authenticated with the organisation token. We apply a daily cap on Ticket Merge’s share of the organisation’s Zoho API credits so the extension cannot exhaust the Desk pool.
If we become aware of a personal data incident affecting Ticket Merge, we will investigate and contain it, and we will notify the affected organisation and, where UK law requires it, the Information Commissioner’s Office, without undue delay.
No security measure is perfect. Please use Zoho Desk administrator accounts carefully, and treat org tokens as secrets.
10. Your rights
If we are the controller (website, support, billing), you may ask to access, correct, delete or restrict your personal data, object to certain processing, and request portability, subject to UK law. You may also complain to the Information Commissioner’s Office at ico.org.uk.
If we process your data as a processor for a Desk organisation, please contact that organisation first. We will assist them with valid requests.
11. Children
Ticket Merge is a business help-desk tool. It is not directed at children.
12. Changes
We will update this notice when the product or our processors change. The date at the top will change. Material changes will be pointed out on this page or by email to the organisation’s notification address where we have one.
13. Contact
Brand Hub Studio Ltd, company number 14215260
The Coach House, 1 Howard Road, Reigate, Surrey, England, RH2 7JE
hello@brand-hub.co brand-hub.co