Last updated: September 21, 2026
This Privacy Policy describes how TixNexa ("the App," "we," "us") collects, uses, and protects information when a law firm ("your organization") and its staff use the App to manage IT support tickets, assets, and related records.
The App is an internal tool: your organization's IT staff, technicians, and administrators use it to track support requests on behalf of people at your organization ("requesters"). A requester does not create an account or log in. Most of a requester's information appears in the App because a staff member entered it while logging a support request. There are three exceptions. If your organization connects a shared mailbox (Microsoft 365 or Gmail), an email a requester sends to that mailbox is turned into a ticket automatically, so the sender's name, email address, and message arrive directly from their email rather than being typed in by staff. An optional, one-time satisfaction survey (see below) can be filled in by a requester directly through a private link, without creating an account. And if your organization has turned on QR reporting, a person who scans the sticker on an item can send a problem report about that item without an account; the name, work email address and optional phone number they type, and their description of the problem, arrive directly from that person rather than being typed by staff.
Account information, for each staff member with a login: name, email address, and a password. Passwords are never stored in plain text — only a one-way cryptographic hash. Every account also enrolls two-factor authentication (an authenticator app code, optionally supplemented by a device passkey); the underlying secrets used to verify these are stored, not the codes themselves.
Ticket content: requester name, email, and (optionally) phone number; the subject and description of the issue; an optional client or matter reference number; the full conversation (replies and internal notes) between staff and the requester; any files attached to a ticket; time-tracking entries (minutes worked and a short note, recorded by the technician); and resolution notes once a ticket is closed. This can include whatever information a requester or staff member chooses to include — depending on the underlying support issue, that may touch on client-matter or otherwise sensitive business context. We do not review or moderate this content; it is your organization's own data, and your organization is responsible for what staff enter here.
Satisfaction survey responses: once a ticket is resolved, a staff member may send the requester a private, one-time link where the requester can rate how their request was handled (1-5) and optionally leave a free-text comment. Unlike the ticket content above, this rating and comment are entered directly by the requester, not by staff on their behalf.
Reports submitted through an asset's QR code: if your organization turns this on, anyone who scans the QR sticker on an item (a laptop, a printer) can submit a short form: their name, work email address, optional phone number, the kind of problem and a description. It is turned into a support ticket, marked as coming from a QR report and as unverified, and linked to that item. The form shows only your organization's name and the item's asset tag, never other tickets or details of the item. We do not send the person a confirmation or a reply by email. The form asks people not to include passwords, client names or matter details, but we do not review what people type, and your organization is responsible for the reports it receives. These tickets are kept like any other ticket.
AI-generated content: if your organization uses the AI features described below, the App stores what they produce on the ticket — an AI-written summary, a category (applied only when the ticket has none), a priority raise in the narrow case described below, and drafted or posted replies — along with a record of how many tokens each AI request used (counts only, not the text). When the AI sets a ticket's priority, that change is recorded in the ticket's history like any other change.
Asset and equipment records: hardware inventory details your organization chooses to track (device names, serial numbers, purchase and warranty information, network addresses, who a device is assigned to, and an optional handwritten signature captured when a device is handed over) and, if your organization opts to use it, an encrypted BitLocker recovery key for a given device. Recovery keys are encrypted at rest and only ever decrypted on an explicit, individually-logged request by an administrator.
Requester and equipment-holder directory: separately from the ticket-by-ticket details above, the App keeps one directory record per person who has logged a ticket or been assigned a piece of equipment at your organization — their name, an email address and any other address they have written from, phone number, job title, department and location (when known), whether the address is a shared or team mailbox rather than one individual, and internal staff notes about them. A record is created automatically the first time that person's own email address appears on a ticket, an email to a connected mailbox, or a piece of equipment; nobody signs up for it. It exists so a technician sees a fuller picture of who a ticket is from — their other tickets and the equipment assigned to them — instead of retyping the same details into every new ticket. Your organization's administrators can view, edit, merge, and offboard these records; an administrator can also export one person's record (and the tickets and equipment linked to it) and erase a person's directory record and its identifying fields on request. Erasing keeps the linked ticket and equipment history, with the person's name and contact details replaced by a placeholder, so those records stay internally consistent; free-text ticket and message content is not rewritten (see "Deleting your account or organization" below for the equivalent path for a staff member's own account).
Vendor and software license records: if your organization uses these optional tools, contact details for outside vendors it works with (a vendor contact's name, email, and phone number, entered by staff) and details about software licenses your organization tracks (seat counts, cost, and renewal dates).
Push notification registrations: staff members can choose, separately on each phone or browser, to turn on push notifications (Settings, Security). If they do, we store that device's push endpoint (a web address issued by the browser vendor's push service that identifies that one browser or device) and two public encryption keys, linked to that person's account. We remove the registration when the person turns notifications off, or when the push service reports that the device is no longer reachable. See "Push notifications" below for what is sent.
Usage and diagnostic information ordinary to operating a web application: login timestamps, IP addresses associated with requests, and error logs — used only to operate and secure the App, never for advertising or behavioral tracking. To limit abuse of the sign-in, sign-up, password-reset and QR-report forms we count attempts per network address, email address and item. Those counters are stored only as one-way keyed hashes (not the address or email itself) and are deleted after about two days. Our hosting provider also keeps its own request logs, which include network addresses and the requested web address.
We do not sell your organization's data, and we do not share it for advertising purposes. Information may be shared in these specific cases, only when your organization has chosen to enable the corresponding feature (or, for push notifications, when an individual staff member has turned them on for their own device):
We retain your organization's data for as long as your organization maintains an active account, so that ticket history, asset records, and audit trails remain available. Cancelling a subscription does not by itself delete anything; deleting is a separate step you take yourself, described next.
You do not need to ask us. Any signed-in person can delete their own account, and an organization's admin can delete the whole organization, from Settings, Security in the website or the mobile app. Deletion is immediate. Deleting an account removes your sign-in, your passkeys, push registrations and notifications, and your name and email address (your name becomes "Deleted user" on the notes, replies and history entries you created, which stay with your organization; names other people typed into free text, and tickets where you were the requester, are not changed and stay with your organization). Deleting an organization removes everything it stored, including uploaded attachments, and the accounts of teammates who belong to no other organization; if it has a paid subscription, that is cancelled first. A minimal record that the deletion happened (the organization's name, the deleting admin's email and the time) is kept for security purposes, and our payment processor keeps its own billing records. The full step-by-step, including what is kept and why and what to do if you cannot sign in, is at /delete-account.
Each organization's data is logically isolated from every other organization using the App. Passwords are hashed, sensitive fields (like BitLocker recovery keys, and the API keys, client secrets and webhook addresses your organization enters to connect an integration) are encrypted at rest, and access to administrative actions is restricted by role. No method of storage or transmission is perfectly secure, and we cannot guarantee absolute security, but we take reasonable, industry-standard measures to protect information in our care.
The App uses cookies only to keep you signed in and to keep track of which organization you are working in. We do not use cookies for advertising or cross-site tracking.
The App also uses your browser's local storage for conveniences that stay on your own device: your light/dark theme choice, an unsent draft of a new ticket (so a dropped connection doesn't lose what you typed), and short lists of recently viewed tickets, assets, and knowledge-base articles. This is not sent to us until you submit a form. If push notifications are turned on, the App also installs a small background script (a service worker) that only receives and displays notifications.
Optional features can use your device's microphone or camera, and only when you use them (and, for dictation and the scanner, your browser or phone has granted permission). Voice dictation on the new-ticket form uses your browser's built-in speech recognition. Depending on your browser, the audio may be processed by the browser or operating-system vendor's own speech service (for example, in Chrome, by Google) under that vendor's terms; the App itself never receives or stores the audio, only the text that is transcribed into the field, which is saved if you submit the ticket. The asset scanner uses the camera to read a QR code or barcode on an asset tag; the camera image is read on your device and is not saved or uploaded. On a phone, the Take photo button in a ticket's attachments hands off to your device's camera app; unlike the scanner, the photo you take is uploaded and stored as an attachment on that ticket, the same as any other attached file (large photos are shrunk on your device before upload).
The App is a business tool intended for use by adult staff of our customer organizations. It is not directed at, and we do not knowingly collect information from, children.
We may update this policy from time to time. We'll update the "Last updated" date above when we do, and material changes will be communicated to organization administrators.
Questions about this policy or your organization's data can be sent to aflynn2912@gmail.com.