Privacy Policy

Freshdesk Full-Fidelity Ticket Exporter, published by Cody Labs. Effective 21 July 2026.

Freshdesk Full-Fidelity Ticket Exporter (the "app") exports your Freshdesk tickets and conversations into an Excel workbook. This policy explains what the app accesses and how that data is handled. The short version: your ticket data is processed inside Freshworks' own serverless infrastructure and is never sent to Cody Labs servers. The only steps that reach an external service are scheduled email delivery and, optionally, license verification.

Information the app accesses

• Freshdesk ticket & conversation data — tickets, replies, and private notes returned by the Freshdesk REST API for the account you install the app in, fetched using an agent API key you provide.
• Scheduled export settings — the filters, cadence, and recipient email addresses you configure for a saved schedule, stored in Freshworks' own per-installation key-value storage.
• Email delivery — if you save a schedule, you provide a SendGrid API key used only to send the generated workbook.

Where your data goes

Tickets and conversations are fetched and processed inside Freshworks' own serverless app runtime, in your installation's context. The workbook is generated in memory. For on-demand exports, the finished workbook goes straight to your browser as a download. For scheduled exports, the workbook is sent to SendGrid for mailing to the recipients you configured. Cody Labs operates no data-processing server of its own — the app has no ability to see or store your ticket data.

SendGrid (scheduled exports only)

If you save a recurring schedule, the workbook is emailed via SendGrid. Your SendGrid API key is stored using Freshworks' own secure installation-parameter storage and is never exposed to Cody Labs. See SendGrid's privacy policy.

License verification

If you enter a license key to unlock paid features, the app sends only that license key and a product identifier to our payment processor, Gumroad, to confirm your license is active. No ticket data or Freshdesk credentials are involved. See Gumroad's privacy policy.

Freshworks limits on the app's access

The app operates within your Freshdesk installation's own context, using the agent API key you provide during setup. It reads tickets and conversations only — no write scopes are used, and the app cannot access other Freshworks products (Freshservice, Freshsales) or accounts.

Data retention & deletion

Workbooks are generated on demand and are not stored by Cody Labs. Saved schedule configurations and a small run log live in Freshworks' own per-installation storage and are removed when you delete a schedule or uninstall the app. SendGrid retains its own message log per its policy.

Third-party services

• Freshdesk REST API — your own Freshdesk account, accessed with the agent API key you provide.
• SendGrid — used only if you save a scheduled export.
• Gumroad — used only to verify license keys for paid features.

Changes

We may update this policy; material changes will be reflected by the effective date above.

Contact

Questions about this policy: [email protected].

Freshdesk is a trademark of Freshworks Inc. This app is independent and not affiliated with or endorsed by Freshworks.