Privacy policy
Last updated 24 October 2026
Who we are
Conversation Archive for Help Scout ("the app") is provided by Samet Ateşen, trading as Atesen Software, Sakarya, Türkiye. For anything about privacy, write to support@atesensoftware.com.
When you use the app to export conversations, the conversations belong to your organisation. Your organisation decides what to export and why (it is the controller). We process that data only to produce the export you ask for (we act as a processor). For your account and billing data, we are the controller.
The short version
- We do not store your Help Scout conversations, customer details or attachments. They pass through our server in memory on their way to your browser, and your browser builds the PDF, CSV and ZIP files on your computer.
- Our server only forwards read requests to Help Scout. The app cannot send, change or delete anything in your Help Scout account.
- We keep only what we need to know whether you have paid: your Help Scout account ID, your plan status, and your Paddle customer, transaction and subscription IDs.
- No analytics, no advertising, no tracking cookies, and no third-party fonts or scripts on our pages. The checkout page loads Paddle's script.
What we process, why, and for how long
| Data | Why | Where | How long |
|---|---|---|---|
| Help Scout conversations, threads, notes, customer names and e-mails, attachments | To build the archive you request | Relayed through our Cloudflare Worker in memory, then processed in your browser | Not stored. Discarded as soon as each request finishes. |
| Help Scout access and refresh tokens | To read your Help Scout data on your behalf | An encrypted, HTTP-only cookie in your browser. Not in our database. | Until you click Disconnect, or 30 days |
| Your Help Scout user ID, name, e-mail and role, and your account ID | To show who is connected, to link your plan to your Help Scout account, and to let only owners and admins manage billing | The same encrypted cookie. Only the account ID is stored on our side. | Cookie: 30 days. Account ID: with your plan record. |
| Plan status: permanent pass records (transaction ID, date, days, refunded or not), calculated expiry and ordering/index metadata (links, heights, aggregate totals, schema version, history status and fixed cutover date), subscriptions (ID, status, period end), Paddle customer ID, IDs of recent Paddle notifications | To unlock paid exports, prevent duplicate grants and handle renewals, cancellations and refunds | Cloudflare Durable Objects (our database), account-isolated records | While you are a customer, and then as long as tax and accounting rules require. Transaction/refund records are not evicted by a short timer or recent-event limit. |
| Pending Monitor checkout: reservation ID, environment, price/transaction ID and creation time | To reuse a pending checkout and avoid a second subscription when a payment result is uncertain | The same account-isolated Durable Object; no card details, secrets or conversation content | Until a verified terminal transaction and no other open subscription allow removal; uncertain results remain until reconciled |
| Thank-you e-mail record: the Paddle transaction or subscription ID, a state (sending, sent, failed or not configured) and a time | To send one thank-you e-mail per purchase and never a second one | The same account-isolated Durable Object; not the e-mail address and not the message | Kept with the plan record |
| Free-preview counters: the IDs (numbers only) of up to 25 exported and up to 250 listed conversations | To limit the free preview per account | The same Cloudflare record | Kept with the account record (no content, no names) |
| Billing name, e-mail, address, tax ID, card and payment details | Payment, tax, invoices | Paddle only (merchant of record). We never see card numbers. | Under Paddle's privacy policy |
| Technical request data (IP address, time, URL path) | Security and keeping the service running | Cloudflare's infrastructure; our own log lines contain only IDs, counts and error codes | Under Cloudflare's standard retention. We do not log request or response contents. |
| Waitlist: your e-mail address, the sign-up time and which page the form was on | To write to you once when the app opens (only if you joined the waitlist) | Cloudflare D1 (our database), a separate waitlist table | Deleted 12 months after you sign up, or sooner when you ask |
| Export progress (which part was last saved) | So you can resume an interrupted export | Your browser's local storage, on your computer only | Until the export finishes or you discard it |
Scroll the table sideways to see every column.
Waitlist
Until sign-in with Help Scout is switched on, you can leave your e-mail address on the waitlist. We store the address, the time you signed up and which page the form was on, nothing else, and use it only to write to you once when the app opens. No newsletter, no tracking, and we never share the list. Each entry is deleted 12 months after you sign up; e-mail support@atesensoftware.com to be removed sooner. Legal basis: your consent, which you can withdraw at any time.
Thank-you e-mail
After a purchase we send one plain-text thank-you and getting-started e-mail to the address on your Paddle payment record, through Resend, and we do not store that address for this.
Service providers
- Cloudflare, Inc.: hosting, request relay, the plan database and the waitlist (Workers, Durable Objects, D1).
- Paddle.com Market Ltd: merchant of record for payments, tax and invoices. See Paddle's privacy policy.
- Resend: delivers the one thank-you e-mail described above, under its own terms and privacy notice.
- Help Scout: the platform you connect; data is read from it on your instruction.
These providers may process data outside your country under their standard data protection terms (for example the EU Standard Contractual Clauses). We do not sell or share data with anyone else.
Cookies
One strictly necessary session cookie (your encrypted Help Scout connection) and a short-lived sign-in state cookie. The payment page loads Paddle's checkout script, which may set its own cookies.
Legal basis
If the GDPR or the Turkish KVKK applies, we process your data to perform our contract with you (providing the export and billing). We rely on our legitimate interest in keeping the service secure for technical request data. We keep billing records to meet our legal obligations.
Your rights
You can ask us for a copy of the data we hold about you, or ask us to correct or delete it, by e-mailing support@atesensoftware.com. We reply within 30 days. Click Disconnect in the app to delete your Help Scout tokens from your browser right away. You can complain to your local data protection authority.
Data processing agreement
If your organisation needs a data processing agreement (DPA), e-mail us and we will send one.
Changes
If this policy changes in a way that matters, we will update the date above and, for paying customers, send an e-mail.