Security
Your tickets are often about things that are not meant for everyone. This page says plainly what we do to look after them. What information we store, and for how long, is in the privacy policy.
The connection
- All traffic to the website and the dashboard is encrypted (https). The site cannot be opened without it.
- We load no scripts, fonts or tracking from other companies. The only thing loaded from outside is avatars from Discord.
- The site cannot be shown inside another site, and only our own scripts may run on it.
Logging in to the dashboard
- You log in with Discord. We never see your Discord password, and your two-step login at Discord applies here too.
- Only people with the "Manage Server" permission, or a role the server itself has chosen, can open a server's dashboard.
- The link from the
/dashboardcommand is personal, works once and expires after 10 minutes. - Everything that is changed on the dashboard is recorded in the server's change log with name and time.
Your data
- The data is hosted by Hetzner Online GmbH (Finland).
- A backup is taken every day. Backups are kept for at most 14 days. Copies that leave the server are encrypted, so only we can open them.
- A transcript is opened with a link containing a long, random key that cannot be guessed. Transcripts are not shown in search engines.
- You can ask us at any time to delete all of the server's data, and an individual can have their information handed over or deleted.
- We never sell information and do not show ads.
What you can switch on yourselves
On the dashboard under Settings → Security. All of it is free.
- Require login to open transcripts: then only the person the ticket belongs to and your staff can read a transcript. A link shared by mistake is worth nothing to others.
- Delete old transcripts automatically: after 30, 90, 180 or 365 days. The less that is stored, the less can leak.
- Require two-step login to open the dashboard: only people with two-step login on their Discord account get in.
- Alert on sensitive changes: the server owner is told when someone else changes access, roles or security.
Payment
Payment for Premium goes through Stripe. Card details are entered at Stripe and never reach our server.
Operations
- Access to operations requires a password and two-step login. Sensitive actions, such as fetching a backup or deleting data, require a code again.
- Everything done in operations is recorded in a log whose lines are chained together, so a change to the log is detected.
- Passwords are never stored, only a computed value that cannot be reversed. The keys for two-step login are stored encrypted.
- The server installs security updates by itself, has a firewall and can only be opened with a key, not with a password.
- The system checks itself several times a day: backups, the certificate, known vulnerabilities in the components we use, and that the code on the server is exactly what we deployed.
- Every new version goes through several thousand automated tests before it is deployed.
Found a security issue?
Write to ticketsystem.support@gmail.com. Tell us what you found and how we can see the same thing. We appreciate you telling us first and giving us reasonable time to fix it before you tell others. Do not try to open other people's data, and do not do anything that disrupts the service.
The contact details are also in the file security.txt, which is where security people look first.