Effective date: 18 September 2026
Operator: HEXA INFO SOFT (“Hexael”, “we”, “us”)
Privacy contact: hardik.b.soni@gmail.com

Hexael Help Desk Auth is a customer support application that allows organizations to manage tickets and, when an organization chooses, connect a Google Workspace or Gmail support mailbox. This policy explains how we handle personal information in the application, including information accessed through Google APIs.

We process account and organization information such as names, email addresses, roles, and sign-in information. We also process support ticket information, including message senders and recipients, subjects, message bodies, attachments, ticket status, assignment, and activity history. The application uses an authentication cookie to keep signed-in users logged in. Operational logs may include mailbox addresses, message identifiers, sender addresses, subjects, and error details needed to operate and troubleshoot the service.

An organization administrator may connect a support mailbox using Google’s OAuth authorization flow. We use the connected Google account’s email address to verify that the intended mailbox was authorized. Once the administrator activates the connection, the application reads new messages from that mailbox’s inbox, including headers, message bodies, and attachments, to create support tickets or add replies. It sends ticket replies and test messages through the connected mailbox when requested by authorized users.

The application requests the Gmail gmail.modify scope because it supports the mailbox functions described above. The scope permits broader Gmail actions, but our current integration uses it to identify the connected mailbox, read incoming messages, and send outgoing messages. We do not use this access to delete mailbox messages or change their labels.

We use Google user data only to provide the connected email and ticket features described here. We do not sell Google user data, use it for advertising or credit decisions, or use it to train generalized artificial intelligence or machine-learning models. Our use of information received from Google APIs will adhere to the Google API Services User Data Policy, including its Limited Use requirements.

Ticket records and message content are stored in the HelpDesk database. Attachments are stored in application-controlled file storage. The Google OAuth client secret and each connected mailbox’s refresh token are encrypted before storage in the database. Access to tickets is controlled by the organization’s user roles; platform operators may access information when needed to operate, secure, or support the service.

Ticket content is available to authorized users in the organization that owns the ticket. Outgoing messages are sent through Google to their specified recipients. We may use infrastructure and hosting providers to operate the application, subject to appropriate safeguards. We may disclose information when required by law or to investigate security incidents. We do not transfer Google user data to advertising platforms, data brokers, or information resellers.

Disconnecting a Google mailbox revokes or removes the application’s OAuth token and stops future Gmail access through that connection. It does not automatically delete tickets, replies, or attachments already created in Hexael HelpDesk. Those records remain until deleted through available product controls or handled under the organization’s retention arrangements and applicable law. We keep 30 days for backup retention and if we receive deletion request we immediately delete the respective data

We use HTTPS, role-based access controls, and encryption of stored Google OAuth credentials. No method of storage or transmission is completely secure. If you believe a mailbox connection or account has been compromised, contact us using the privacy address above.

An organization administrator can pause or disconnect its Gmail connection. For requests to access, correct, or delete personal information, contact hardik.b.soni@gmial.com. We will handle requests in accordance with applicable law and our agreement with the organization that controls the support tickets.

We may update this policy when our practices or the application change. We will post the revised policy at this URL and update the effective date.

Hardik Soni

hardik.b.soni@gmail.com