Ticket Merge Install on Zoho

Terms of Service

Last updated: 11 November 2026
Operator: Brand Hub Studio Ltd, company number 14215260, The Coach House, 1 Howard Road, Reigate, Surrey, England, RH2 7JE. Contact: hello@brand-hub.co

1. Agreement

These Terms govern access to Ticket Merge, including the Zoho Desk Sigma extension, the Ticket Merge API, and the website at ticket-merge.com (the “Service”). By installing the extension, connecting a Zoho Desk organisation, or using a paid plan, you agree to these Terms on behalf of that organisation.

The Service is provided by Brand Hub Studio Ltd (“Brand Hub”, “we”, “us”). Our Privacy Policy explains how we handle personal data. Section 15 sets out our role as a processor of Zoho Desk ticket data. If you use Zoho Desk, Zoho’s own terms also apply. We are not Zoho, and Zoho is not a party to these Terms.

2. The Service

Ticket Merge helps a Zoho Desk organisation find similar tickets and merge them into one kept ticket. Features depend on the organisation’s plan and settings, and include:

We may change, add or withdraw features. If a change is material, we will give reasonable notice where practicable, usually by updating these Terms or the website and, where we have a notification email address saved for your organisation, by emailing that address. We will not reduce a paid plan’s then-current entitlements during a prepaid monthly term without a reasonable alternative or a credit, except where we must do so for security, law, or a Zoho platform change.

Ticket Merge runs as an extension inside Zoho Desk and as a backend on Cloudflare Workers and an EU-jurisdiction D1 database. The production API host is api.ticket-merge.com.

3. Accounts and installation

The Service is licensed per Zoho Desk organisation, not per agent seat, in the current product. One administrator connects Ticket Merge and configures it for the organisation (org configuration). You must have authority to connect the Desk portal and to grant the requested Zoho scopes.

You are responsible for keeping org tokens, Slack webhook URLs and administrator access confidential, and for all use of the Service under your organisation.

You must not misuse the Service, probe it except with our written permission, or attempt to access another organisation’s data.

4. Plans, 7-day trial and allowances

Current plan entitlements in the product are:

AI duplicate detection is included on every plan, including Free, and is on by default. A Desk administrator can turn off “Send ticket text to Mistral” in Preferences. The “AI summaries” column below covers merge briefs, group summaries, ticket summaries and recaps, not duplicate detection.

Swipe sideways to see the full table.

PlanMerges per monthAuto-mergeTeam notificationsAI summariesUndo after mergeLonger snapshots
Free10NoNoNo (except during the 7-day trial)No (except during the 7-day trial)No (30 days)
Starter50YesYesYes, unless turned off in PreferencesNo (except during the 7-day trial)No (30 days)
Team200YesYesYes, unless turned off in PreferencesYes, while a snapshot remainsNo (30 days)
BusinessUnlimited, subject to fair useYesYesYes, unless turned off in PreferencesYes, while a snapshot remainsOpt-in, 90 days

“Merges per month” is the monthly allowance of completed merges, counted from the 1st of each month (UTC), not a count of tickets scanned for matching. Scanning and suggestions are unlimited on every plan. One completed group merge counts as one, whether by Approve or Auto. Undo does not give a merge back. When an organisation reaches its merge allowance, Auto-merge leaves further groups as suggestions, and Approve is blocked, until the count resets on the 1st of the next month (UTC). Suggestions already in the queue are not deleted. During the 7-day trial the organisation gets Team’s 200 merges, or its own plan’s allowance if that is higher.

Fair use (Business). Business includes unlimited merges, subject to fair use. Fair use means ordinary help-desk volume for one Zoho Desk organisation. We may slow or pause further merges if usage is unusually high, or if Ticket Merge must stay inside its share of your Zoho Desk API credits. Suggestions and scanning continue. We will contact the organisation before applying a hard stop wherever practical.

Prices for paid plans are €29 / $32 per month for Starter, €79 / $89 per month for Team, and €179 / $199 per month for Business, billed per Zoho Desk organisation. Europe (including the UK, EEA and Switzerland) defaults to euros; the United States and the rest of the world default to US dollars. The website currency switch changes both the displayed prices and the currency charged at checkout. Billing is a monthly recurring subscription only; there is no yearly plan at launch. Subscriptions renew automatically each month until cancelled. No VAT is charged. Brand Hub Studio Ltd is not VAT registered.

7-day trial

Free and Starter organisations may start one 7-day trial from Preferences (“Start 7-day trial”). Team and Business already include the trial’s features, so they do not need to start it. The trial cannot be started again. While it is active, the organisation may use AI summaries (if “Send ticket text to Mistral” is on in Preferences), Auto-merge, team notifications and Undo, the 7-day Auto-merge shadow period is skipped so Auto can actually run, and the organisation gets Team’s monthly merge allowance (200 merges), or its own plan’s allowance if that is higher.

When the 7-day trial ends:

Shadow period

For seven days after install, Auto-merge only logs what it would have merged, unless a 7-day trial is active or a test organisation has skip-shadow enabled by us. Approve (manual merge) still merges in Zoho Desk during that period.

5. Fees, payment and cancellation

Paid plans are billed by Brand Hub Studio Ltd via Stripe, not by Zoho Marketplace. Ticket Merge is free to install on Zoho Marketplace. Starter, Team and Business are monthly recurring subscriptions, billed per Zoho Desk organisation at the prices in section 4. Subscriptions renew automatically each month until cancelled. We do not store full card numbers; Stripe processes payment. No VAT is charged. Brand Hub Studio Ltd is not VAT registered.

If a payment fails, Stripe will retry according to its standard retry cycle. Your organisation keeps its current paid plan while those retries are in progress. If payment cannot be collected, we may end the paid plan and the organisation will move to Free. Existing merges are unchanged. You can update the payment card from Manage billing in Preferences.

Refunds: You may request a full refund within 7 days of purchase by emailing hello@brand-hub.co. We will refund the amount paid for that purchase in full.

You may stop using Free at any time by uninstalling the extension. Cancel a paid plan from Manage billing in Preferences. Cancelling takes effect at the end of the current billing period (the month already paid for). Until then the organisation keeps the paid plan. After the period ends, the organisation moves to Free. Existing merges are unchanged.

Uninstalling the extension does not cancel a paid subscription. Cancel from Manage billing in Preferences (Stripe’s customer portal). Uninstalling does not by itself start a refund; you can still request a refund within 7 days of purchase as set out above.

After uninstall, we purge the organisation’s Ticket Merge data about 7 days later, including encrypted tickets, snapshots and tokens. Merges already made in Zoho Desk stay in Zoho Desk. A paid subscription, if not cancelled separately, continues to renew until it is cancelled in Manage billing.

6. Auto-merge, AI and your responsibilities

You remain responsible for your Zoho Desk portal, your agents’ merges, and communications with your end customers.

Auto-merge only runs when all of the product’s gates pass, including: the department is set to Auto; the plan or the 7-day trial allows Auto; shadow has ended (or is skipped by the trial); a notification channel is saved (Auto turns off if the last channel is removed); tickets are from the same contact, opened within 24 hours, in an Open status, and in a group of at most 5; there is no agent reply on a ticket being merged away; the organisation is under 50 Auto merges that day; and Ticket Merge is inside its Zoho API credit share. Auto-merge does not merge across departments. Cross-department detection, if enabled, keeps those matches in review; an agent must move a ticket into the same department before merging.

Merges in Zoho Desk are significant. Ticket Merge keeps an encrypted pre-merge snapshot so Undo can recreate a ticket later, but Zoho does not itself offer an undo, and Undo is only available on Team, Business, or during the 7-day trial, and only while the snapshot has not expired (30 days, or 90 days if a Business organisation has opted in). We do not call Zoho recycle-bin restore.

Customer messages. Ticket Merge does not email your end customers. A “Let the customer know” line can be inserted into Zoho Desk’s reply editor or copied by an agent. If that agent sends it, Zoho Desk may notify the customer under your Desk settings. Private merge notes on the kept ticket are never public.

AI. AI duplicate detection is on by default at install. A Desk administrator can turn off “Send ticket text to Mistral” in Preferences so ticket text is not sent to Mistral. Only that administrator can change the setting. You must not leave AI on unless you have a lawful basis to send ticket text to Mistral. Known contact names, email addresses and phone numbers are replaced before sending, but residual personal data may remain in the text. AI output can be wrong; agents should read it before relying on it.

Zoho API credits. Ticket Merge uses a limited share of your organisation’s daily Zoho Desk API credit pool (default 10%, set by an administrator between 5% and 25%). The product will slow or pause some automatic work to stay inside that share and a safety floor, so Desk and other integrations keep working. Manual Approve and Undo can still run if Zoho credits remain above the safety floor.

7. Acceptable use

You may use the Service only for legitimate support operations on Desk portals you are authorised to manage. You must not use it to break the law, to infringe others’ rights, or to overload Zoho or our systems.

8. Intellectual property

Brand Hub and its licensors own Ticket Merge, including the extension, backend, site and brand. We grant your organisation a non-exclusive, non-transferable right to use the Service during the term, in accordance with these Terms and the applicable plan.

You retain all rights in your Desk data. You grant us a limited licence to process that data solely to provide the Service.

9. Availability and support

We aim to keep the Service available but do not warrant uninterrupted or error-free operation. Zoho Desk, Cloudflare, Mistral, Resend, Slack or Stripe outages may affect the Service.

Support is available at hello@brand-hub.co. In line with the Zoho Marketplace vendor agreement, we will respond to support requests within 4 days. See the Support and FAQ page.

10. Warranties and liability

The Service is provided with reasonable care and skill. Except as required by law, we do not give any other warranty, including fitness for a particular purpose or that every duplicate will be found or that every merge will be appropriate.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under English law.

Subject to that, our total liability to you arising out of or in connection with the Service, in any 12-month period, is limited to the fees you paid us for the Service in that period, or £100 if you are on the Free plan and have paid nothing in that period. The £100 figure is a liability cap under English law, not a product price. We are not liable for indirect or consequential loss, lost profits, or loss of Desk data already merged in Zoho, except as required by law.

You are responsible for deciding whether to approve a merge and for keeping your own Desk records.

11. Indemnity

You will indemnify Brand Hub against claims, damages and reasonable legal costs arising from your Desk content, your end customers, or your misuse of the Service, except to the extent a claim is caused by our breach of these Terms or our negligence. We will notify you promptly of a claim that may fall under this clause, and you will give us reasonable cooperation. This clause does not limit any liability that cannot be limited under English law.

12. Suspension and termination

We may suspend or end access if fees are unpaid, if you materially breach these Terms, or if we must do so for security or law. You may stop using the Service and uninstall at any time. Data purge after uninstall is described in section 5 and in the Privacy Policy.

13. Changes to these Terms

We may update these Terms. We will post the new version on this page and update the date. If a change is material and you have a paid plan, we will give reasonable notice where practicable. Continued use after the effective date constitutes acceptance, except where applicable law says otherwise.

14. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we or you may still seek interim relief in any court of competent jurisdiction. If you are a consumer (which we do not expect for this business product), mandatory local rights are not affected.

15. Data processing

This section is the written processor contract between your organisation (the controller) and Brand Hub Studio Ltd (the processor) for Desk ticket data, for the purposes of UK GDPR Article 28. It forms part of these Terms. We do not offer a separate customer data processing agreement.

15.1 Roles

For website, support and billing contact information, Brand Hub is the data controller, as explained in the Privacy Policy.

For ticket and other Zoho Desk data that Ticket Merge processes after your organisation installs the extension and connects Desk, your organisation is the data controller and Brand Hub Studio Ltd is the data processor. Mistral AI is a sub-processor when ticket text is sent to it. Other sub-processors are listed in the Privacy Policy and in the schedule below.

15.2 Instructions

We will process that Desk data only to provide the Service, and only on your documented instructions. Those instructions are: these Terms, the Privacy Policy, your installation and Zoho Desk connection, and your organisation’s settings in Ticket Merge, including the “Send ticket text to Mistral” privacy toggle. We will not use Desk ticket content to train a Brand Hub model, and we will not sell it.

If we are required by law to process Desk data other than as instructed, we will tell you before we do so if the law allows us to. If we believe an instruction infringes UK GDPR or other applicable data protection law, we will tell you, and we may pause the affected processing until you confirm or amend the instruction.

15.3 Confidentiality

We will ensure that people authorised to process Desk data for us are under an appropriate duty of confidentiality.

15.4 Security

We will take appropriate technical and organisational security measures for the Service, as described in the Privacy Policy. In the current product that includes encrypting OAuth tokens, ticket working copies, pre-merge snapshots and Slack webhook URLs with a server-side key, and authenticating API access with the organisation token. We do not claim SOC 2, ISO 27001 or similar certification.

15.5 Sub-processors

You authorise us to use the sub-processors listed in the Privacy Policy to provide the Service. At the date of these Terms those are:

We will impose written data-protection terms on each sub-processor we appoint that are no less protective than this section, and we remain liable to you for that sub-processor’s performance of those obligations.

Zoho Desk and Zoho Sigma are your organisation’s existing platforms, not sub-processors we appoint for every customer. If you paste a Slack incoming-webhook URL, Slack is your own processor for that workspace.

15.6 Changes to sub-processors

We will keep the sub-processor list in the Privacy Policy up to date. If we add or replace a sub-processor in a way that is material, we will update that page and, where your organisation has a notification email address saved in Ticket Merge, we will also try to email that address. We do not currently offer a formal advance-notice or objection process, or a public Trust Center of our own.

15.7 International transfers

The production Ticket Merge database is an EU-jurisdiction Cloudflare D1 database. Some sub-processors 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 sub-processor 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.

15.8 Assistance

Taking into account the nature of the processing, we will give your organisation reasonable assistance with:

If we become aware of a personal data incident affecting your Ticket Merge data, we will investigate and contain it, and we will notify your organisation without undue delay. We will not contact your end customers about the incident unless you ask us to or the law requires it.

15.9 Deletion at the end of the Service

After your organisation uninstalls the extension, we purge the organisation’s Ticket Merge data about 7 days later, including encrypted tickets, snapshots and tokens. Merges already made in Zoho Desk stay in Zoho Desk. A paid subscription, if not cancelled separately, continues until it is cancelled in Manage billing.

Some records are kept for longer, as set out in the Privacy Policy: website and server logs for 30 days, support emails for 2 years after last contact, and invoices and tax/billing records for 6 years. Encrypted pre-merge snapshots are kept for 30 days by default, or 90 days if a Business organisation has opted in, while the organisation remains installed.

We do not currently offer a self-serve export or return of ticket working copies. If you need help with a deletion request, email hello@brand-hub.co.

15.10 Information and audit

You may ask us in writing for information reasonably necessary to demonstrate that we meet this section. We will provide that information, and any relevant existing documentation we already hold, within a reasonable time. We do not maintain SOC 2 or ISO certification, and we do not offer routine on-site audits. If a supervisory authority or applicable law requires more, we will cooperate as required.

Schedule: processing details

16. 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

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