Cookie Policy

1. Introduction

This Cookie Policy explains how Helpdeskry, a division operated and run by Tyga.Cloud Ltd (Company No: 14643275) ("Helpdeskry", "we", "us", or "our") uses cookies and similar technologies on our website and omni-channel helpdesk services (collectively, the "Services").

This policy should be read alongside our Privacy Policy and Terms of Service. By using our Services, you consent to the use of cookies as described in this policy.

Legal Entity: Tyga.Cloud Ltd (Company No: 14643275), a company incorporated in England and Wales with its registered office at Ground Floor, Unit 2 Mallard Court, Mallard Way, Crewe Business Park, Crewe, Cheshire, England, CW1 6ZQ.

2. What Are Cookies?

Cookies are small text files that are placed on your computer or mobile device when you visit a website. They are widely used to make websites work more efficiently and to provide information to website owners about how users interact with their sites.

Similar technologies include:

• Local Storage: Data stored locally in your browser for enhanced functionality
• Session Storage: Temporary data storage for the duration of your session
• Web Beacons: Small transparent images used to track user behavior
• Pixels: Tracking codes embedded in web pages and emails
• Device Fingerprinting: Techniques to identify devices based on their characteristics

3. Types of Cookies We Use

3.1 Session Cookies

These cookies are temporary and are deleted when you close your browser. They help us maintain your session while you navigate through our website and use our helpdesk services.

3.2 Persistent Cookies

These cookies remain on your device for a set period or until you delete them. They help us remember your preferences and settings for future visits to our platform.

3.3 First-Party Cookies

These cookies are set directly by Helpdeskry and are used to provide core functionality and improve your experience on our omni-channel helpdesk platform.

3.4 Third-Party Cookies

These cookies are set by third-party services that we use, such as analytics providers, cloud infrastructure partners, and customer support tool integrations.

4. Cookie Categories

4.1 Strictly Necessary Cookies

These cookies are essential for the website and services to function properly. They enable core functionality such as security, network management, and accessibility. You cannot opt out of these cookies.

• Authentication and login status for agent and admin accounts
• Security and fraud prevention for platform access
• Load balancing and performance optimization
• Session management during chat sessions
• API key authentication and rate limiting
• Ticket routing and assignment management

4.2 Performance & Analytics Cookies

These cookies help us understand how visitors interact with our website and services, allowing us to improve performance and user experience. You can opt out of these cookies.

• Google Analytics tracking for website usage
• Performance monitoring for helpdesk endpoints
• Error tracking and debugging for chat connections
• Usage statistics and insights for support tools
• Customer service performance metrics

4.3 Functional Cookies

These cookies enable enhanced functionality and personalization, such as remembering your preferences and settings. You can opt out of these cookies, but some features may not work properly.

• Agent dashboard preferences and customizations
• Helpdesk widget and chat settings
• Customer support preferences
• Integration and notification configurations
• Theme and display preferences

4.4 Marketing & Advertising Cookies

These cookies are used to deliver relevant advertisements and track the effectiveness of our marketing campaigns. You can opt out of these cookies.

• Targeted advertising for customer support tools
• Campaign tracking and conversion measurement
• Social media integration and sharing
• Retargeting and remarketing campaigns
• A/B testing for marketing content

5. Specific Cookie Details

6. Third-Party Services

We use various third-party services that may set cookies on our website:

6.1 Google Services

• Google Analytics: Website analytics and performance tracking
• Google Ads: Advertising and remarketing services
• Google Cloud Platform: Infrastructure and API services

Privacy Policy: Google Privacy Policy

6.2 Social Media Platforms

• Facebook Pixel: Social media advertising and analytics
• LinkedIn Insight Tag: Professional network advertising
• Twitter Analytics: Social media engagement tracking

6.3 Payment and Support Services

• Stripe: Payment processing and fraud prevention
• Twilio: SMS and communication services
• SendGrid: Email delivery and management

6.4 Integration Tools and Analytics

• Slack: Team collaboration integration
• Sentry: Error tracking and performance monitoring
• Mixpanel: Product analytics and user behavior tracking

7. Customer Support Platform Cookies

Our omni-channel helpdesk services use specific cookies and local storage to provide optimal functionality:

• Live Chat Connection Management: Maintains persistent connections for live customer support
• Agent Authentication: Secures agent access and role management
• Ticket Assignment: Manages support ticket routing and assignments
• Chat History: Ensures reliable conversation continuity
• Support Widget State: Maintains chat widget status and preferences
• Agent Dashboard Preferences: Stores agent workspace and notification settings

These cookies are essential for customer support functionality and cannot be disabled while using our helpdesk services or chat widgets.

8. Managing Your Cookie Preferences

You have several options for managing cookies:

8.1 Cookie Consent Manager

Use our cookie preference center to customize which types of cookies you want to accept. You can access this at any time by clicking the "Cookie Settings" button below.

8.2 Browser Settings

You can also manage cookies directly through your browser's privacy and security settings:

• Chrome: Settings → Privacy and Security → Cookies and other site data
• Firefox: Options → Privacy & Security → Cookies and Site Data
• Safari: Preferences → Privacy → Manage Website Data
• Edge: Settings → Cookies and site permissions

8.3 Opt-Out Links

You can opt out of specific third-party services:

• Google Analytics: Google Analytics Opt-out
• Facebook: Facebook Ad Preferences
• LinkedIn: LinkedIn Ad Preferences

9. GDPR and Legal Compliance

9.1 Legal Basis for Processing

Under GDPR, we process cookies based on the following legal bases:

• Legitimate Interest: For strictly necessary cookies required for service functionality
• Consent: For analytics, marketing, and non-essential functional cookies
• Contractual Necessity: For cookies required to provide our helpdesk services

9.2 Your Rights Under GDPR

If you are located in the European Economic Area (EEA) or the United Kingdom (UK), you have the following rights regarding cookies:

• Right to Withdraw Consent: You can withdraw your consent for non-essential cookies at any time
• Right to Access: You can request information about the cookies we use (GDPR Article 15)
• Right to Rectification: You can request correction of inaccurate cookie data (GDPR Article 16)
• Right to Erasure: You can request deletion of your cookie data (GDPR Article 17)
• Right to Object: You can object to the use of cookies for marketing purposes (GDPR Article 21)

9.3 CCPA Compliance

For California residents, under the California Consumer Privacy Act (CCPA):

• We do not sell personal information collected through cookies
• You have the right to know what personal information is collected through cookies
• You have the right to delete personal information collected through cookies
• You have the right to opt-out of the sale of personal information (though we don't sell)

10. Mobile Applications and Similar Technologies

Our mobile applications and SDKs use similar technologies to cookies:

• Device Identifiers: Unique identifiers for mobile devices
• App Analytics: Usage tracking and performance monitoring
• Push Notifications: Support ticket updates and customer alerts
• Local Data Storage: Offline functionality and ticket caching
• SDK Integration: Third-party helpdesk service integration

You can manage these settings through your device's privacy settings and our app's preference menu.

11. Updates to This Cookie Policy

We may update this Cookie Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Effective Date" at the top of this policy
• Notify you through our website or email
• Request renewed consent where required by law
• Provide clear information about the changes

We encourage you to review this Cookie Policy periodically to stay informed about how we use cookies.

12. Contact Us