Privacy Policy for Inative Helpdesk Agents

Last Updated: December 2, 2025

Introduction

Grupo Inative (“we,” “our,” or “us”) operates the Inative Helpdesk for Agents mobile application (“the App”).
This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our internal support application.

The App is designed exclusively for authorized Inative staff and is not intended for external organizations or public use.

Information We Collect

Personal Information

Account Credentials:

  • Email address and authentication tokens required to access the internal Inative Helpdesk system.

Profile Information:

  • Name, role, and internal agent ID as assigned within our support infrastructure.

Device Information:

  • Device type, operating system version, and device identifiers used only for secure push notification delivery.

Usage Information

Support Ticket Data:

  • Access to internal support tickets, customer service communications, and ticket metadata relevant to your duties.

App Activity:

  • Login times, ticket interactions, feature usage, and other actions within the App to support operational monitoring and security.

Media and Files

Photo Library Access:

  • Used only when you choose to attach images to internal support tickets.

Camera Access:

  • Used only when capturing photos for internal ticket documentation.

How We Use Your Information

We use collected information to:

  • Authenticate your access to the internal Inative Helpdesk

  • Display, manage, and update support tickets assigned to you

  • Deliver push notifications for new messages and ticket activity

  • Facilitate communication within the support workflow

  • Improve app performance, security, and user experience

Data Storage and Security

Internal Data Ownership:
All ticket data, customer information, communication logs, and metadata are stored exclusively on Inative servers.

Authentication:
We use secure token-based authentication for login protection.

Encryption:
All data transmitted between the App and Inative systems is encrypted using HTTPS/TLS.

Push Notifications:
Device tokens used for notifications are stored securely and never shared externally beyond the notification provider.

Data Sharing and Disclosure

We do not sell, rent, or trade your personal information.

Data may be shared only in the following circumstances:

With Inative Administrators:
Your activity inside the App is visible to the internal helpdesk administration team for operational and security purposes.

Legal Requirements:
We may disclose information if required to comply with applicable laws or protect our legal rights.

Service Providers:

  • Firebase Cloud Messaging for push notifications (covered by Google’s privacy policy)

No other third-party services are used for data processing.

Third-Party Services Used

  • Firebase Cloud Messaging: For delivering push notifications

  • Inative Helpdesk Infrastructure: All data storage and operations are handled by our internal systems

No external helpdesk platforms are used.

Your Rights and Choices

As an internal user, you may:

  • Access or correct your personal information through the Inative Helpdesk admin team

  • Disable push notifications in your device settings

  • Revoke camera/photo permissions in your device settings

  • Request removal or modification of your account through internal IT administration

  • Log out of the App at any time to stop data synchronization

Children’s Privacy

The App is intended solely for authorized Inative employees.
It is not intended for children under 13, and we do not knowingly collect data from minors.

Data Retention

  • Login Credentials: Stored locally and removed when the user logs out

  • Device Tokens: Retained until logout or app uninstallation

  • Ticket Data: Stored according to Inative’s internal data retention and compliance policies

Changes to This Privacy Policy

We may update this policy periodically.
Any changes will be posted in the App, and the “Last Updated” date will reflect the most recent revision.

Contact Us

For questions regarding this Privacy Policy or data handling, please contact:

Inative
Email: [email protected]
Website: https://inative.es

Compliance

This Privacy Policy complies with:

  • GDPR (General Data Protection Regulation)

  • Apple App Store data guidelines

  • Applicable Spanish and EU data protection laws

Consent

By using the Inative Helpdesk for Agents app, you acknowledge that you have read and understood this Privacy Policy and consent to its terms.