Last Updated: February 2, 2026
Privacy Policy
Privacy of our users is critically important to us. This Privacy Policy describes how osTicket, maintained by Enhancesoft LLC (“Enhancesoft,” “we,” “us,” or “our”), collects, uses, shares and protects information you provide when interacting with our website, https://osticket.com and any communications submitted to us. osTicket respects your privacy and is committed to protecting personal information we may collect directly in connection with the osTicket website, downloads, and communications.
By using osTicket websites or services, you agree to the practices described in this Privacy Policy. If you do not agree with this Privacy Policy, please do not use the Website.
1. Who We Are
osTicket is maintained by Enhancesoft, LLC, which acts as the data controller for personal information collected through the osTicket website and communications. Enhancesoft, LLC is located at 1601 Jackson St, Alexandria, LA 71301, United States. If you have questions about this Privacy Policy or our data practices, you may contact us at privacy@osticket.com. For matters related specifically to data protection and GDPR, you may contact our Data Protection Officer at dpo@osticket.com
2. Scope: Website vs. Self-Hosted Software
2.1 Website
This Privacy Policy applies to personal information collected through the osTicket website, including when you browse the site, submit contact requests, or subscribe to email communications.
2.2 Self-Hosted osTicket Software
osTicket is open-source software intended to run on your own infrastructure. We do not host, access, or control any data processed by your osTicket installation, including support tickets, end-user information, or uploaded files.
Administrators who install and operate osTicket are solely responsible for:
- The data collected and processed within their osTicket installation
- Compliance with applicable privacy and data protection laws
- Informing their own users about how data is collected, stored, and used
This Privacy Policy applies only to data collected directly through the osTicket website and communications, and not to data processed within individual osTicket installations.
2.3 Hosted Services (If Offered Separately)
If you use a separately hosted service offered by Enhancesoft (for example, a cloud-hosted help desk under a different domain or platform), that service may have separate privacy terms presented at sign-up or within the service.
3. Information We Collect
3.1 Information You Provide
Depending on how you interact with the Website, you may provide the following potentially personally identifying information or personally identifying information. For example when you:
- Subscribe to mailing lists or newsletters to receive communications such as security updates, product updates, marketing): name, email address, and any optional fields (e.g., company, industry).
- Contact us for support, feedback, or inquiries: name, email address, subject/category, and message content you submit.
- Request to delete data or exercise rights: information needed to verify and fulfill your request.
In such cases, we collect only the information necessary to fulfill the purpose of the interaction.
3.2 Information Collected Automatically (Web Visitors)
Like most website operators, the Website collects non-personally-identifying information that web browsers and servers typically make available, such as language preference, browser type, device type, operating system, referring or exit pages, pages viewed, timestamps, and approximate location derived from IP address (for example, country or region). IP addresses may be processed for technical and security purposes and to derive aggregated statistics.
The purpose of collecting this information is to better understand how visitors use the Website and to improve our software and documentation. From time to time, we may publish aggregated and anonymized information, such as reports on website usage trends, which does not identify individual users.
3.3 Cookies and Similar Technologies
We use cookies and similar technologies to operate the Website and, depending on your choices, to analyze usage and support marketing.
See Section 7 (Cookies and Consent) for details.
3.4 Information From Third Parties
We may receive information from:
- Service providers (e.g., email delivery, spam prevention, website hosting, analytics) who help us operate the Website; and
- Platforms you choose to use to interact with us (consistent with your settings on those platforms).
4. How We Use Information
We use information to:
- Operate and maintain the Website;
- Respond to your inquiries and requests;
- Send security updates and product communications when you sign up or request them;
- Send marketing communications where permitted by law (and subject to your choices);
- Improve the Website (for example, understanding which pages are most useful);
- Protect against spam, abuse, fraud, and security incidents; and
- Comply with legal obligations and enforce our terms.
5. Legal Bases for Processing (Where Applicable)
Where required by applicable law (including the GDPR and UK GDPR), we rely on one or more of the following legal bases to process personal information collected through our website and communications:
- Consent: for example, where you subscribe to email updates or where non-essential cookies are used in jurisdictions that require consent;
- Legitimate interests: for example, operating, maintaining, and securing the Website, preventing abuse, and responding to inquiries or requests;
- Contract: for example, where processing is necessary to fulfill a request you have made to us through the Website or to provide requested communications; and
- Legal obligation: for example, where processing is required to comply with applicable laws or lawful requests from authorities.
6. Protection of Personally Identifying Information (How We Share Information)
Personally identifying information is disclosed only to employees, contractors, and affiliated service providers that (i) need to know that information in order to process it on osTicket’s behalf or to provide services available through osTicket and (ii) that have agreed not to disclose it to others. Some of those employees, contractors and affiliated organizations may be located outside of your home country; by using osticket.com, you consent to the transfer of such information to them.
We do not rent or sell personally identifying information to anyone. Except as described above, osTicket may disclose potentially personally identifying or personally identifying information only to employees, contractors, and affiliated service providers who need the information to perform services on our behalf and who are subject to confidentiality obligations.
We may also disclose such information when required by law, in response to valid legal process, or when we believe in good faith that disclosure is reasonably necessary to protect our rights, the rights of others, or the public. In addition, personal information may be disclosed as part of a business transaction, such as a merger, acquisition, or asset sale, subject to applicable law, or with your direction or consent, for example if you request that we coordinate with a third party.
We take reasonable and appropriate measures to protect personal information against unauthorized access, use, alteration, or destruction.
7. Cookies and Consent (EU/UK and Global)
7.1 What Cookies Are
Cookies are small text files that are stored on your device when you visit a website. Similar technologies may include pixels, local storage, depending on how the Website is implemented.
7.2 Types of Cookies We Use
Depending on your settings and location, the Website may use the following types of cookies:
- Strictly necessary cookies- required for core site functionality and security.
- Preferences cookies- used to remember choices such as language or regional settings.
- Analytics cookies- used to help us understand how visitors use the Website and to improve performance and usability.
- Marketing cookies- where used, these help measure the effectiveness of communications or campaigns.
7.3 EU/UK Consent
If you are located in the European Economic Area (EEA) or the United Kingdom, we will:
- Display a cookie notice or banner that provides information about our use of cookies and options to accept, reject, or manage non-essential cookies; and
- Only place non-essential cookies (such as analytics or marketing cookies) after you have provided consent, where required by applicable law.
7.4 Managing Cookies
You can manage or disable cookies through:
- Our cookie notice or preferences tool (where available); and/or
- Your browser settings (note that blocking certain cookies may affect Website functionality).
Where implemented, you may withdraw or change your cookie preferences at any time using the cookie preferences link available on the Website.
8. Email Communications and Your Choices
8.1 Email Categories
If you provide your email address, we may send you the following types of communications:
- Security updates such as important security announcements related to osTicket;
- Product updates such as release announcements or significant changes; and
- Marketing communications such as newsletters or promotional messages, where permitted by applicable law.
8.2 Opting Out
- You may unsubscribe from marketing communications at any time by using the unsubscribe link included in those messages.
- You may also contact us at privacy@osticket.com or dpo@osticket.com to request removal from marketing communications.
- If you opt out of marketing emails, we may retain limited information (such as your email address) in a suppression list to ensure we respect your opt-out request.
Please note that even if you opt out of marketing communications, we may continue to send non-promotional transactional emails, such as security or important product notices, where appropriate.
9. Retention of Personal Information
We retain personal information collected through our website and communications only for as long as is necessary to fulfill the purposes for which it was collected, including providing updates, responding to inquiries, maintaining security, and complying with legal obligations.
We do not retain, store, or manage personal data processed within osTicket installations.
- Email subscription data and inquiry history: we may retain indefinitely unless you request deletion, subject to legal requirements and legitimate operational needs (for example, maintaining a suppression list after you unsubscribe).
- Website logs: retained for 180 days, then deleted or de-identified, unless we need to retain them longer for security investigations, fraud prevention, or legal compliance.
You may request deletion at any time (see Section 12).
10. Security
We use reasonable administrative, technical, and organizational safeguards designed to protect information. However, no system is 100% secure, and we cannot guarantee absolute security.
11. International Transfers
We are based in the United States. If you access the Website from outside the United States, your personal information may be processed in the United States or in other countries where we or our service providers operate.
Where required by applicable law, we implement appropriate safeguards for cross-border transfers, such as contractual protections or other lawful transfer mechanisms.
12. Your Rights in Relation to Your Information
Depending on your location and applicable law, including the General Data Protection Regulation (GDPR), you may have certain rights in relation to your personal information. These rights may include the right to:
- Request access to, correction of, or deletion of personal information we hold about you, as well as the right to
- Object to or restrict certain processing activities.
- Request portability; and
- Where processing is based on your consent, you may withdraw that consent at any time.
Requests to exercise these rights may be submitted through the contact methods provided above.
13. Children’s Privacy
The Website is not directed to children under the age of 13, or under the minimum age required by applicable data protection laws in your jurisdiction, and we do not knowingly collect personal information from such children.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Any updates will be posted on this page, and the “Last Updated” date will be revised accordingly. If we make material changes, we may provide additional notice where appropriate.
Your continued use of the osTicket website after any updates to this Privacy Policy constitutes your acceptance of the revised terms.
15. Contact Information
If you have questions about these Terms or our practices, you may contact us using the information below:
Questions about these Terms: support@osticket.com
Privacy questions: privacy@osticket.com
DPO contact (EU/UK inquiries): dpo@osticket.com
Mailing Address:
Enhancesoft, LLC
1601 Jackson St
Alexandria, LA 71301