1. Introduction

Sharely Platform ("we," "our," or "us") develops Zendesk sidebar applications including Sharely (document preview app) and SideTicket (ticket viewer app). This Privacy Policy explains how our applications handle data when you use them within your Zendesk environment.

2. Data Collection and Usage

What We DO Collect

For product reliability and improvement, we collect limited technical metadata through PostHog (analytics) and Sentry (error monitoring):

• User identifiers: Zendesk user ID (numeric), user role (e.g., agent, admin)
• Organization identifiers: Zendesk account subdomain
• Usage events: Feature usage (e.g., attachment clicked, fullscreen opened)
• File metadata: File types and sizes (e.g., PDF, 2MB) - NOT file names or contents
• Technical metadata: Environment, app version, locale/language preference
• Error information: Application errors for debugging (sanitized, no user data)

What We Do NOT Collect

Sharely is designed with privacy as a core principle. We do NOT collect:

• Personally identifiable information (names, email addresses, phone numbers)
• Ticket data, attachments, or customer information
• Document contents or file names
• Patient health information (PHI) or protected health data
• Chat messages or communication content
• Payment or financial information

3. How Our Apps Work

Both Sharely and SideTicket operate entirely within your Zendesk environment:

• Data Access: The apps only access ticket and attachment data through Zendesk's official APIs using read-only permissions
• Client-Side Processing: All document previews (Sharely) and ticket displays (SideTicket) are rendered directly in your browser using client-side JavaScript
• No External Requests: Data is fetched from Zendesk's servers and processed locally in your browser
• Memory Only: All data is temporarily held in browser memory during use and is cleared when you close the preview or navigate away

4. Data Security

Your data security is paramount:

• Zendesk's Security: All data remains protected by Zendesk's enterprise-grade security infrastructure
• Access Control: The app respects Zendesk's permission system—users can only view attachments they have access to
• No Storage: Since we don't store any data, there's no risk of data breaches from our systems
• HTTPS Only: All communication between your browser and Zendesk uses secure HTTPS connections

5. Analytics and Error Monitoring

To improve product reliability and user experience, we use the following third-party services:

PostHog (Analytics)

We use PostHog to understand how users interact with our apps:

• Tracks feature usage and user flows (e.g., which file types are viewed in Sharely, search patterns in SideTicket)
• Collects technical metadata only (user roles, organization IDs, file types, app names)
• Does not collect PII, customer data, document contents, or ticket contents
• Data is used solely to improve product features and user experience

Sentry (Error Monitoring)

We use Sentry to monitor application errors and performance:

• Captures application errors and stack traces for debugging
• Collects technical metadata about errors (browser, app version, error type)
• Error messages are sanitized to remove sensitive information
• Used exclusively to identify and fix bugs

6. Third-Party Libraries for Document Rendering

Sharely uses the following open-source libraries for client-side document rendering:

• PDF.js (Mozilla) - For PDF rendering
• Mammoth.js - For Word document rendering
• ExcelJS - For Excel file parsing
• PapaParse - For CSV file parsing

These libraries process documents entirely in your browser and do not transmit data to external servers.

7. Your Data Rights

You have the following rights regarding your data:

• Right to Access: Contact us to request information about the technical metadata we've collected
• Right to Deletion: Contact us to request deletion of your analytics data from PostHog and Sentry
• Right to Opt-Out: You can uninstall the app at any time to stop future data collection
• Data Portability: All customer data remains within your Zendesk account under your control

To exercise these rights, please contact us at support@sharelyplatform.com.

8. Privacy and Data Handling

Our apps (Sharely and SideTicket) are designed to support organizations in maintaining strong privacy practices.

• We collect only limited technical metadata necessary to operate and improve our applications. This metadata is anonymized and does not include personal data from customer interactions.
• We do not sell, rent, or share personal information with third parties.
• We do not collect, store, or transmit Protected Health Information (PHI). The technical metadata collected by our apps does not include patient data or health-related information.
• All customer-generated content remains within the infrastructure of Zendesk.

For operational purposes, our apps use analytics and monitoring tools including PostHog and Sentry to collect technical usage and performance data.

When an administrator installs our apps through the Zendesk Marketplace, we may receive the administrator's name and email address from Zendesk. This information is used only for:

• product onboarding and support
• important service notifications
• feature updates and product-related communications

Administrators may opt out of non-essential communications at any time by replying to the email support@sharelyplatform.com

When you visit or log in to our website, cookies and similar technologies may be used by our online data partners or vendors to associate these activities with other personal information they or others have about you, including by association with your email. We (or service providers on our behalf) may then send communications and marketing to these email addresses. You may opt out of receiving this advertising by visiting https://app.retention.com/optout. You also have the option to opt out of the collection of your personal data in compliance with GDPR by visiting https://www.rb2b.com/rb2b-gdpr-opt-out.

9. Children's Privacy

Our apps are business applications designed for use by support teams. They are not intended for use by individuals under the age of 16, and we do not knowingly collect information from children.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you by updating the "Last Updated" date at the top of this policy. We encourage you to review this Privacy Policy periodically.

11. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us: