Privacy Policy.

1. Information we may receive

If you contact support, we receive the email address and message description you submit. The website does not currently require an account and this support form is not designed to request passwords or sensitive account data. Like many websites, the hosting environment may create technical logs (such as request time, IP address, and browser information) for security and operation.

2. How information is used

We use support details to read, respond to, and follow up on your request, and may use technical logs to protect the website and diagnose problems. The site uses a session cookie to remember your selected language and security tokens to help protect forms. The current code does not include advertising trackers or analytics scripts; review this statement if you add such services later.

3. Storage and sharing

Support form submissions are sent to the support email address configured for this website; the application does not save them in its own database. Email and hosting providers may process or retain messages and technical logs under their own terms and retention practices. Information is not sold. Do not send passwords or information you do not want to transmit by email.

4. Your choices

You may choose not to submit the support form. To ask about, correct, or request deletion of a support email held in our inbox, contact us from the same email address where practical. We will handle requests subject to applicable law and any legitimate need to retain a record.

5. Language and Interpretation

The Ticketly Privacy Policy was originally written in English. The English version is the authoritative version and shall prevail in the event of any inconsistency with a translation. If you have difficulty understanding the English text, please consult a translation into your preferred language using a reliable translation service. Translations are provided for convenience only; the English version remains controlling.

6. Contact

For privacy questions, contact support@baconlight.com. This policy should be updated if the site's forms, hosting, email provider, cookies, analytics, or data practices change.

Ticketly — Privacy Policy

Effective Date: 10 September, 2026

Last Updated: 12 October, 2026

Ticketly is a Discord support and ticket management bot operated by BaconLight Studios™. This Privacy Policy explains what information Ticketly processes, why it is processed, how it is stored, and what rights users may have regarding their personal data.

By using Ticketly, including its Discord bot and web dashboard, you acknowledge the practices described in this Privacy Policy.

1. Who We Are

Ticketly is operated by BaconLight Studios™, a Europe-based software and technology project.

For privacy-related questions or requests, you may contact us at:

Discord: isrataha

Email: support@baconlight.com

For purposes of applicable data protection law, including the General Data Protection Regulation (GDPR) where applicable, BaconLight Studios™ may act as a data controller for personal data processed directly in connection with the operation of Ticketly.

2. Scope

This Privacy Policy applies to information processed through:

• The Ticketly Discord bot;
• The Ticketly web dashboard;
• Ticket channels created by Ticketly;
• Ticketly's knowledge base system; and
• Related Ticketly services and infrastructure.

Ticketly operates through Discord and therefore interacts with Discord's platform and services. Discord may independently process information under its own privacy policies and terms.

3. Information We Collect

Ticketly may process the following categories of information.

3.1 Discord Account Information

When you use Ticketly's dashboard, Ticketly may receive information from Discord through Discord OAuth2, including:

• Discord user ID;
• Discord username;
• Discord display name; and
• Discord server/guild information associated with your account.

Ticketly does not intentionally collect or store your Discord password.

3.2 Discord Server Information

For servers where Ticketly is installed or where you access the dashboard, Ticketly may process:

• Server/guild ID;
• Server/guild name;
• Server icon information;
• Channel IDs and names;
• Role IDs and names; and
• Discord permission information necessary to determine whether you can manage Ticketly.

Ticketly uses this information to provide server administration and dashboard functionality.

3.3 Ticket Information

When a user creates a ticket, Ticketly may store:

• The Discord user ID of the ticket creator;
• The Discord server/guild ID;
• The ticket channel ID;
• The ticket issue or message submitted through the ticket form;
• The ticket status; and
• Information identifying the user who closed the ticket.

Ticket content may contain personal information if a user voluntarily includes such information in their ticket.

3.4 Knowledge Base Information

Server administrators may add information to a server's Ticketly knowledge base, including:

• Questions;
• Answers; and
• Keywords.

This information is stored for the purpose of providing automated suggestions to users creating tickets.

3.5 Server Configuration

Ticketly may store configuration information such as:

• Configured staff role ID;
• Configured log channel ID; and
• Other settings necessary to operate Ticketly within a Discord server.

3.6 Dashboard Session Information

When you authenticate through the Ticketly dashboard, Ticketly creates a server-side session associated with your Discord account.

The session may contain information such as:

• Discord user ID;
• Username;
• Discord OAuth access token; and
• Session-related authentication information.

OAuth access tokens are used to communicate with Discord on your behalf for the functionality authorized through the dashboard.

4. Information We Do Not Intentionally Collect

Based on the current implementation of Ticketly, Ticketly does not intentionally collect:

• Discord passwords;
• Payment card information;
• Telephone numbers;
• Postal addresses;
• Email addresses directly from users;
• Advertising profiles;
• Precise location information;
• Health information; or
• Biometric information.

Ticketly also does not intentionally use advertising or cross-site tracking technologies for profiling users.

Users should nevertheless avoid submitting unnecessary sensitive personal information in ticket messages or other content.

5. How We Use Information

Ticketly processes information for purposes including:

• Providing and operating the Ticketly bot;
• Creating and managing support tickets;
• Creating ticket channels;
• Allowing authorized server administrators to configure Ticketly;
• Providing the Ticketly dashboard;
• Authenticating dashboard users through Discord OAuth2;
• Determining which servers a dashboard user is authorized to manage;
• Providing knowledge-base suggestions;
• Maintaining server configuration;
• Creating optional ticket closure logs;
• Preventing duplicate open tickets;
• Maintaining service functionality and security; and
• Diagnosing and resolving technical problems where necessary.

Ticketly does not intentionally use ticket information for unrelated advertising or profiling purposes.

6. Legal Bases for Processing

Where the GDPR applies, Ticketly may rely on different legal bases depending on the specific processing activity.

These may include:

• Performance of a contract: where processing is necessary to provide requested Ticketly functionality;
• Legitimate interests: where processing is necessary for operating, securing, maintaining, and improving the service and those interests are not overridden by applicable rights and freedoms;
• Legal obligation: where processing is necessary to comply with applicable law; and
• Consent: where consent is required and has been obtained.

The applicable legal basis depends on the particular processing activity and circumstances.

7. How Dashboard Access Works

Ticketly uses Discord OAuth2 to authenticate users of the dashboard.

When you select the Discord login option, Discord authenticates your account and provides Ticketly with the information and authorization permitted by the requested OAuth2 scopes.

Ticketly currently requests the identify and guilds scopes.

Ticketly then determines which Discord servers you can manage by checking information provided by Discord, including your server membership and administrator permissions.

A server will only be available for management through the Ticketly dashboard when the user has the required administrative permission and Ticketly is present in that server.

8. Ticket Visibility

Ticket messages and ticket channels are not private from the Discord server's authorized staff.

Depending on the server's configuration and Discord permissions, ticket content may be accessible to:

• The user who created the ticket;
• The configured Ticketly staff role;
• Server administrators;
• Ticketly itself as necessary to operate the ticket system; and
• Other Discord users who have been granted appropriate Discord permissions by the server administrator.

Server administrators are responsible for configuring appropriate Discord permissions and determining who can access ticket information.

9. Automated Knowledge Matching

Ticketly may compare a user's ticket issue against information stored in the server's knowledge base.

The current system uses local keyword and similarity/confidence-based matching to determine whether an existing knowledge-base answer may be relevant.

Ticketly's current knowledge-base matching system does not require sending the ticket issue to an external generative AI provider.

Automated suggestions are informational and may be inaccurate. Users and server administrators remain responsible for determining whether a suggested answer is appropriate.

10. Data Storage

Ticketly currently uses a database to store information necessary for its operation.

Depending on the type of information, stored data may include:

• Ticket records;
• Ticket issues;
• Server IDs;
• User IDs;
• Knowledge-base entries;
• Server configuration;
• Ticket status; and
• Other technical information required for the service.

Ticketly does not intentionally store Discord OAuth access tokens in its database. Dashboard authentication information is maintained through the application's server-side session system.

11. Data Retention

Ticketly retains information only for as long as reasonably necessary for the purposes described in this Privacy Policy, subject to applicable legal requirements.

Currently:

• When a ticket is closed, the Discord ticket channel is deleted shortly afterward.
• The corresponding ticket record may remain in Ticketly's database after the Discord channel has been deleted.
• Knowledge-base entries remain stored until the relevant server administrator deletes them or they are otherwise removed through the service.
• Server configuration remains stored until it is changed, removed, or the relevant data is otherwise deleted.
• Dashboard session information is retained for the duration necessary to maintain the authenticated session.

Ticketly does not currently provide an automatic fixed deletion period for every category of stored data.

Retention periods may be changed as the service develops.

12. Data Sharing

Ticketly does not sell personal information.

Ticketly may disclose or provide access to information when reasonably necessary to:

• Operate Ticketly;
• Communicate with Discord's API and services;
• Maintain or secure the service;
• Comply with legal obligations;
• Respond to lawful requests from competent authorities; or
• Protect the rights, property, or security of Ticketly, BaconLight Studios™, users, or others.

Ticketly does not intentionally disclose ticket contents to unrelated third parties for advertising purposes.

13. Discord

Ticketly depends on Discord for authentication, server information, permissions, and Discord-based functionality.

Discord independently processes personal data under its own terms and privacy practices.

Ticketly does not control how Discord processes information outside of Ticketly's own services.

14. Server Administrators and Their Responsibilities

Discord server administrators control how Ticketly is configured within their servers.

Administrators may determine:

• Which role has access to tickets;
• Which channel receives optional ticket logs;
• What information is added to the knowledge base; and
• Who has access to relevant Discord channels and information.

Server administrators are responsible for ensuring that their use of Ticketly complies with applicable laws, Discord's rules, and their own privacy obligations.

If you submit personal information to a Discord server through a Ticketly ticket, that information may be accessible to the server's administrators and staff.

15. User Responsibilities

Users should avoid submitting unnecessary sensitive personal information through Ticketly tickets.

You should not use Ticketly tickets to unnecessarily disclose information such as passwords, payment-card details, authentication credentials, or other highly sensitive information.

If you believe that sensitive information has been submitted accidentally, you should contact the relevant server administrators and, where appropriate, Ticketly.

16. Cookies and Sessions

The Ticketly dashboard uses session technology to maintain authentication and provide dashboard functionality.

The current implementation uses server-side Flask sessions with security attributes including:

• HTTP-only cookies; and
• SameSite cookie protection.

The current deployment configuration may not enable the Secure cookie attribute in every environment. Production deployments should use HTTPS and appropriate secure cookie configuration.

Ticketly does not intentionally use cookies for advertising or cross-site behavioral profiling.

17. Security

Ticketly takes reasonable technical and organizational measures intended to protect information against unauthorized access, alteration, disclosure, or destruction.

Security measures may include:

• Discord OAuth2 state validation;
• Server-side session management;
• Access checks for dashboard functionality;
• Discord permission checks;
• Database access controls; and
• Environment-based storage of sensitive application credentials.

However, no online service or storage system can be guaranteed to be completely secure.

Users should also take reasonable steps to protect their own Discord accounts and credentials.

18. OAuth Security

Ticketly uses OAuth2 authorization provided by Discord.

The dashboard uses an OAuth2 state value to help prevent unauthorized or forged authentication requests.

Ticketly does not request your Discord password.

You should never provide your Discord password or authentication credentials to Ticketly through a ticket, dashboard form, or other Ticketly feature.

19. International Data Transfers

Ticketly may process or store information in countries other than the country in which you live.

Where the GDPR or other applicable data protection laws apply, international transfers of personal data will be handled in accordance with applicable legal requirements and appropriate safeguards where required.

20. Children's Privacy

Ticketly is not specifically directed toward children.

Ticketly does not intentionally collect age information as part of its normal operation.

Where applicable law imposes specific requirements concerning the processing of children's personal data, Ticketly will comply with those requirements.

Parents or legal guardians who believe that a child has provided personal information through Ticketly may contact us using the contact information provided in this Privacy Policy.

21. Your Privacy Rights

Depending on your location and applicable law, you may have rights concerning your personal data.

Where the GDPR applies, these rights may include:

• The right to access your personal data;
• The right to correct inaccurate personal data;
• The right to request erasure of personal data;
• The right to request restriction of processing;
• The right to object to certain processing;
• The right to data portability where applicable;
• The right to withdraw consent where processing is based on consent; and
• The right to lodge a complaint with a competent data protection supervisory authority.

These rights are subject to the conditions and exceptions provided by applicable law.

22. How to Request Data Deletion

If you would like to request deletion of personal information processed by Ticketly, contact:

Discord: isrataha

Email: support@baconlight.com

Please provide enough information for us to understand your request and identify the relevant Ticketly data.

We may need to verify the request before taking action where reasonably necessary to protect personal data and prevent unauthorized deletion.

Some information may need to be retained where required or permitted by applicable law.

23. Removing Ticketly

If Ticketly is removed from a Discord server, Ticketly will no longer be able to create or manage new ticket channels in that server.

Removing the bot does not necessarily cause all previously stored database records to be immediately deleted.

Stored information may remain subject to the retention practices described in this Privacy Policy unless deletion is requested or otherwise required.

24. Third-Party Services

Ticketly relies on third-party infrastructure and services necessary for its operation, including Discord and hosting or infrastructure providers used to operate the service.

Third-party services may process information according to their own terms and privacy policies.

Ticketly is not responsible for the independent privacy practices of third-party services.

25. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

When material changes are made, we may update the Last Updated date and, where appropriate, provide additional notice.

Continued use of Ticketly after an updated Privacy Policy becomes effective means that the updated policy will apply to future use of the service, subject to applicable law.

26. Contact

For privacy questions, data requests, or concerns regarding Ticketly's processing of personal information, contact:

BaconLight Studios™

Email: support@baconlight.com

Discord: isrataha

For requests concerning access, correction, deletion, restriction of processing, or other privacy rights, please use the contact information above.

27. Applicable Law

This Privacy Policy is intended to operate consistently with applicable data protection and privacy laws.

Where applicable, the processing of personal data by Ticketly may be subject to the General Data Protection Regulation (EU) 2016/679 (GDPR) and applicable Bulgarian data protection legislation.

Nothing in this Privacy Policy is intended to remove or limit any rights that cannot legally be waived.

28. Summary

In summary:

• Ticketly processes information necessary to provide its Discord bot and dashboard functionality.
• Ticketly may process Discord account, server, ticket, knowledge-base, and configuration information.
• Ticketly does not intentionally collect Discord passwords or payment information.
• Ticket content may be visible to authorized server staff.
• Closed ticket channels are deleted, but corresponding database records may remain.
• Knowledge-base entries remain until removed.
• Ticketly does not sell personal information.
• Ticketly's current automated knowledge matching is based on local matching rather than an external generative AI provider.
• Users may have privacy rights under applicable law, including GDPR rights where the GDPR applies.
• Privacy requests can be submitted using the contact information provided above.