Privacy Policy
Last updated:
This policy describes the current practices of the Luradesk service. It must be reviewed by legal counsel for the jurisdictions where Luradesk operates before commercial launch.
1. Who this policy applies to
This policy covers visitors of the Luradesk website and users of the Luradesk help desk service: company administrators, agents and requesters (customers and employees of companies that use Luradesk).
2. Two roles: Luradesk and our customers
- For website visitors and account owners, Luradesk decides how personal data is processed.
- For data inside a company's help desk (tickets, requesters, attachments), the customer company decides what is collected and why. Luradesk processes that data on the company's behalf to provide the service.
3. Data we collect
Website
- Pages visited, date and time, language, referring website and campaign parameters (UTM).
- An approximate country, when provided by our infrastructure.
- We do not store IP addresses for website statistics. Visitors are estimated with a hash that changes every day, so they cannot be followed across days.
- Contact form messages: name, e-mail, company and message.
Accounts and the help desk
- Company name, country, language, time zone and selected plan.
- Name, e-mail and password hash of users. Passwords are stored only as Argon2id hashes.
- Content that users submit: tickets, messages, attachments and knowledge base articles.
- Security logs: session records and audit events. IP addresses in audit logs are stored only as truncated hashes.
4. How we use data
- To provide, secure and support the service.
- To verify e-mail addresses and send service messages (for example, ticket notifications configured by the customer company).
- To understand which website pages are useful, in aggregate.
- To answer messages sent through the contact form.
We do not sell personal data.
5. Cookies
Luradesk uses only cookies needed for the website and the service to work:
| Cookie | Purpose |
|---|---|
| ld_csrf | Protects forms against cross-site request forgery |
| ld_app, ld_admin, ld_portal | Keep users signed in to the dashboard, administration or portal |
| ld_flash | Shows a one-time confirmation message |
| ld_vs | Groups page views of one visit for aggregated statistics |
The theme preference (light or dark) is stored in your browser's local storage and never sent to our servers.
6. Data separation and security
Each customer company has its own database. Access is protected by authentication, role-based permissions, secure cookies, CSRF protection, rate limiting and encrypted connections (HTTPS).
7. Retention
Account and help desk data is kept while the account is active. Customer companies can ask for their data to be exported or deleted when they end the service. Website statistics are kept in aggregated form.
8. Your rights
Depending on where you live, you may have the right to access, correct, delete or export your personal data and to object to certain processing. If your data is inside a company's help desk, contact that company first; we will help them answer your request.
9. Contact
Questions about this policy can be sent through the contact page.