Privacy Policy
Version 2026-08-15 · Last updated: 15 August 2026
This Privacy Policy explains how Overdesk ("Overdesk", "we", "us") handles personal data. Overdesk is a software-as-a-service product available internationally. If anything here is unclear, email privacy@overdesk.io.
1. Two kinds of data, two roles
Overdesk handles two distinct categories of personal data, and our role differs for each:
- Account data — information about you, our customer, and the people on your team who use Overdesk (name, email, and similar). For this data we are the data controller.
- Support content — the helpdesk conversations we process on your behalf to draft replies, including any personal data about your end customers contained in those conversations. For this data you are the controller and Overdesk is a processor acting on your instructions (GDPR Article 28). We process it only on your documented instructions and for the purposes described in this policy. If you require a separate data processing agreement, contact privacy@overdesk.io.
2. Account data we collect
- Identity & contact: your name and email address.
- Technical: IP address and browser user-agent, captured at signup, login, and when you accept these terms — used for security and to evidence acceptance of the terms then in force.
- Usage: operational logs and token/usage counts for billing and abuse prevention. Our application logs record identifiers and event types, not the body of your support conversations.
- Billing: handled by Stripe. We store a Stripe customer reference; we do not store your card number.
3. Legal bases (GDPR / UK GDPR)
We process account data on these bases:
- Performance of a contract — to create your workspace, authenticate you, and provide the service.
- Legitimate interests — to secure the service, prevent abuse, and keep operational and billing logs, balanced against your rights.
- Legal obligation — to keep billing/tax records and respond to lawful requests.
- Consent — only where we specifically ask (e.g. optional communications); you can withdraw it at any time without affecting the service.
Accepting these terms is a record of contract formation, not a GDPR consent to processing. For support content we act only on your documented instructions as your processor; your lawful basis as controller applies.
4. How support content is processed, and how we minimise personal data
To draft a reply, Overdesk sends the relevant conversation text to a large language model. Before any prompt leaves our system we run a pseudonymisation pass over it:
- Tokenised before the model sees them: email addresses, phone numbers, payment-card numbers, IBANs, cryptocurrency addresses, social-security numbers, MAC addresses, PO boxes, and street addresses introduced by an explicit lead-in ("lives at …", "address: …") are replaced with deterministic placeholder tokens.
- The requester's name is masked using the structured contact fields from your helpdesk.
- Restored only in the draft your agent reviews — the real values are put back into the suggested reply after the model responds, so your team sees a usable draft while the model never received the raw contact details.
Honest limits. This pass is pattern-based and best-effort, and we publish exactly where it stops — see the Security & Data Handling page for the full detail.
- It will not catch personal data with no recognisable pattern. In particular, names of other people written in free text are not detected (we do not run a named-entity model). Only the requester's name is masked, because your helpdesk supplies it as a structured field.
- URLs, IP addresses, postcodes, and street addresses written without a lead-in are deliberately left intact, both on the way to the model and in the copy we store. Each of those patterns collides with ordinary support text: a five-digit postcode pattern also matches the ticket number "#12345", an IP pattern also matches the version number "4.6.3.1", and a URL pattern also matches "wp-config.php". Redacting them would corrupt the very conversation the model has to read, and it corrupts a stored article just as badly, because a stored article is quoted back to the model as the source of its answer. One consequence worth stating plainly: a password-reset or invite link pasted into a ticket reaches the model intact, and is kept intact in the copy we store. A credential carried inside such a link is replaced when it is long enough to match our API-key and licence-key patterns, or when the query parameter holding it names itself a credential; some are neither. Treat a link pasted into a ticket as retained.
- It does not redact anything you place inside custom prompt instructions that you configure yourself.
Do not rely on this pass as a substitute for your own judgement about what belongs in a support conversation.
Bring your own key. Language-model requests are made using your own Anthropic API key. Your conversations are processed under your agreement with Anthropic, not through an Overdesk-owned AI account. The one exception is text embedding: semantic-search embeddings are generated under an Overdesk-owned Voyage AI account, provided by Overdesk for every workspace; the product does not ask you to supply a Voyage key (see sub-processors below).
A human sends every message. Overdesk only drafts. Nothing is sent to your end customer without a member of your team reviewing and sending it.
5. We do not train models on your data
We do not use your support content or account data to train Overdesk's own models. Draft generation runs on Anthropic under your own API key and is governed by your Anthropic agreement; embeddings run on Voyage AI. We use these providers' commercial API terms, under which your inputs are not used to train their models.
6. Sub-processors
We use the following sub-processors. Support content only reaches those marked "support content". Reports you route to Slack or ClickUp go to your own workspace, and customer names are restored in them so they are readable by your team; contact identifiers such as emails and phone numbers stay tokenised. An issue your team opens from a conversation goes to your own repository, team, or project on GitHub, Linear, or Jira. Nothing is opened automatically: a member of your team is shown the title and description first and has to confirm them, and contact identifiers are stripped out of that text on the way, one-way, before it is sent.
| Sub-processor | Purpose | Data | Location |
|---|---|---|---|
| Anthropic | Draft/analysis generation | Support content (pseudonymised), and code from any repository you connect, under your own API key | US |
| Voyage AI | Text embeddings for search | Support content (pseudonymised), under an Overdesk-owned key | US |
| Neon | Primary database | Account data + support content | US |
| Fly.io | Application hosting | Account data + support content in transit | US |
| Resend | Transactional email | Account email addresses | US |
| Stripe | Payments | Billing/account data | US |
| Slack | Report delivery (optional) | Support content you route to your own Slack workspace | US |
| ClickUp | Report delivery (optional) | Support content you route to your own ClickUp workspace | US |
| GitHub | Issue creation (optional) | The text of an issue your team writes and confirms, in your own repository | US |
| Linear | Issue creation (optional) | The text of an issue your team writes and confirms, in your own workspace | US |
| Atlassian (Jira) | Issue creation (off unless you turn it on) | The text of an issue your team writes and confirms, in your own project | Your Jira site's own region |
We will give notice of new sub-processors by updating this page and bumping the version. Enterprise customers may ask to receive advance notice of, and to object to, new sub-processors under the DPA.
7. Cookies
The app uses a single strictly-necessary cookie (sf_session) to keep you
signed in and secure your session. It is HttpOnly, Secure, and SameSite=Lax. We
use no advertising, analytics, or third-party tracking cookies.
8. Where your data is stored
Overdesk's application and database run in the United States (Fly.io and Neon), and the sub-processors above are US-based providers. If you access Overdesk from outside the US, your data is transferred to and processed in the US; where required by law, we rely on appropriate safeguards for such transfers.
9. How long we keep data
| Data | Retention |
|---|---|
| Generated reports | Per your plan's report-retention setting |
| Draft replies, triage results, alerts | 180 days |
| Simulation results | 180 days |
| Auto-send decision log (redacted excerpts) | 180 days |
| Search-query logs | 90 days |
| Indexed knowledge base | For the life of your workspace — removed by erasing a customer, or by deleting the workspace |
| Billing/usage records | Kept for as long as required for tax and accounting |
| Acceptance/agreement records | Retained after closure as proof you accepted the terms then in force |
When you delete your workspace, account and support content are removed promptly (billing records that we are legally required to keep, and the acceptance and deletion records themselves, are retained).
10. Data breaches
If we become aware of a personal-data breach affecting support content, we will notify you (the controller) without undue delay and give you the information you reasonably need to meet your own obligations. For account data, we will notify the relevant supervisory authority and affected individuals where the law requires.
11. Security
Credentials, API keys, and webhook secrets are encrypted at rest with AES-GCM. All traffic to Overdesk is over TLS. Each workspace's data is isolated: queries are scoped to a single workspace, enforced by a test gate that fails our build if a new one is not, with a small set of reviewed exceptions (signing you in, billing lookups, and deliberately global maintenance jobs) that cannot expose one workspace's support content to another. The Security & Data Handling page describes this in full.
12. Your rights
Depending on where you live, you have rights over your personal data, including to access, correct, delete, export, restrict, or object to its processing, and to withdraw consent where processing is based on it. Under the GDPR/UK GDPR you may also lodge a complaint with your supervisory authority.
Overdesk makes no decision with legal or similarly significant effect about any individual by solely automated means — a person on your team reviews and sends every reply.
Under the California CCPA/CPRA we act as a service provider for support content and as a business for account data. The categories of personal information we collect are identifiers (name, email, IP), internet/network activity (usage logs), and commercial information (billing). We use them only for the purposes above, retain them per Section 9, and do not sell or share personal information or use sensitive personal information for purposes that would trigger a right to limit. You have the right to correct your information, to be free from discrimination for exercising your rights, and to use an authorised agent. Several US state laws (e.g. Virginia, Colorado, Connecticut) also give a right to appeal a denied request; to appeal, reply to our decision email or write to privacy@overdesk.io.
For your end customers' personal data in support content, if one of your end customers contacts us directly we will refer them to you as the controller and assist you in responding, including deleting a specific customer's data on request.
To exercise any right, email privacy@overdesk.io. We respond within the time required by applicable law.
13. Children
Overdesk is a business tool and is not directed to children. We do not knowingly collect personal data from anyone under 18, and in any case never from children under 16.
14. Changes
We may update this policy. Material changes bump the version above and require you to accept again the next time you sign in. The date in the version is the effective date.
Contact: privacy@overdesk.io