Security and privacy
Help desk software that keeps customer information private.
Your customers trust you with their problems, contact details and invoices. Here is, in plain words, how the IWANTAHELPDESK ticketing system protects that information, how people get support, and what happens to your data.
How customer information is protected
Six protections that apply to every business on the help desk, from a one-person shop to a full support team.
Protection built into every app
Ticketing, live chat, client records, work orders, billing and scheduling all follow the same rules. Here is what that means in each one.
Tickets
Customers see only their own requests. Internal notes stay with staff.
Live chat
Chats are tied to your workspace and only your team can answer them.
Clients
Client records are for staff only and are never shown to other customers.
Work orders
Clients get a private link to one job, with no prices or internal notes.
Billing
Invoices are limited to admins, and each client link is unguessable.
Calendar
Private feeds use a personal link that you can replace at any time.
Want to see every app? Browse the full feature list or compare plans and pricing.
How users get support
Nobody is left guessing. Customers and your team can find an answer, send a request or reach a person, whichever suits them.
What happens to your data
Your data is yours. We keep it to run your help desk, and we are clear about what happens at each stage.
Security questions, answered
The questions small businesses ask most about help desk security, customer privacy and data.
Every business gets its own separate workspace, and every request for data is limited to that workspace. People only see what their role allows: customers see their own tickets, and staff see the work they are given access to. The site uses an encrypted connection, attachments are never public links, and card details are never typed into our pages.
No. A customer who signs in sees only the tickets they submitted, and only the public conversation on each one. Internal notes, internal files and staff controls are hidden from customers.
You decide. Admins manage settings, people and billing. Agents work tickets, jobs and projects. Individual apps, such as billing, the timeclock and reports, can be limited to the people who need them, and any app can be switched off for the whole business.
Yes. Files on tickets and work orders are stored in a private folder and delivered through the help desk only after it checks that the person asking is allowed to see that ticket. Staff can mark a file internal so customers never see it.
No. When you add a card or pay a plan, you are sent to a payment provider's own secure checkout. Card numbers are never entered on, or stored by, the help desk.
Three ways. Search the help center for quick answers, send a ticket from inside the app and follow the conversation, or start a live chat with our team. During your free trial you can also request a demo and we will walk you through it.
Nothing is deleted when an account is paused. Access is switched off and your data is kept safely. If an account is closed, it is archived and the data is kept for 90 days so you can change your mind or ask for a copy. After that it can be permanently deleted.
Yes. Reports and timesheets export to CSV from inside the app, and you can ask us for a copy of your data at any time, including when you close your account.
Never. Internal notes are never included in any email. Customers only receive messages meant for them, such as a confirmation, a staff reply or a status change.
We do not claim formal certifications we do not hold. What we do is simple and checkable: separate workspaces, role-based access, private files, encrypted connections and no card storage. If your business has specific security questions, request a demo and ask us directly.
More questions? See the general FAQ or request a demo.