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Privacy Policy

Last updated: 1st October 2026

This page explains what data better tickets (bettertickets.gg) collects when it's used in your server and how that data is handled.

What we collect

  • By default, better tickets does not collect any data. It only tracks the data (Temporarily) if the user or the admins opt in.

  • A server admin can opt in or opt out to ticket channel messages data tracking by enabling ticket transcription.

  • A user is only considered opted in when they open a ticket channel or applies to a staff applications form. Message content is only collected from bot-to-user dms when they are applying for an application form. Users can opt out any time by simply ignoring the bot or typing "cancel". The bot only tracks dms for maximum 60 minutes of clicking the application button.

  • Discord identifiers: user IDs, usernames and display names for ticket authors, claimers, closers, application applicants and staff who take action (accept/deny/jail/etc.).

  • Ticket content: channel names/IDs and the ticket's transcript (the message history at close time).

  • Application content: the answers submitted to a category's configured questions, plus decision reasons given by staff.

  • Server configuration: whatever your admins configure through the bot's commands or the dashboard (category names, role IDs, channel IDs, message templates, premium tier).

  • Dashboard login: if you log into the dashboard (dashboard.bettertickets.gg) with Discord, we store your Discord user ID, username and display name, and the OAuth access/refresh tokens needed to look up which of your servers you manage. We also store session data (a session token, your IP address and browser user-agent) to keep you signed in.

  • Email address: the dashboard login also asks Discord for your email address and whether Discord has verified it. It's used for one thing only: linking a premium purchase you made outside the dashboard to your account, by matching it to the email used at checkout. We don't use it for marketing, send you email, or share it with anyone.

  • Premium purchases: payments are processed by Polar. We never see or store card or payment details. When you buy premium, we receive and store the subscription and customer IDs, the email used at checkout, the tier, the subscription status and its billing period dates. Checkouts started from the dashboard also carry your Discord user ID, so the purchase is linked to your account.

  • Premium status: your premium tier, where it comes from (a subscription, a support server role, or a grant from the team) and which server you've activated it on.

How it's stored

  • Guild configuration, ticket records and application records are stored in a MongoDB database for maximum 60 days.
  • Short-lived state (cooldowns, rate limits) is cached in Redis and expires automatically.
  • Ticket transcripts are stored as HTML files in Cloudflare for 60 days, access-protected and cryptographically signed so you can verify a transcript hasn't been altered with /verify.
  • Dashboard accounts and sessions, including your email address, are stored in a separate database.
  • Premium purchase records and premium status are stored in the same MongoDB database as guild configuration.

How long it's kept

  • Closed ticket records are automatically deleted 60 days after close, unless the ticket is tied to an active jail record (which is kept until the member is unjailed).
  • Application records are automatically deleted 60 days after being started if submitted. If ignored, the records will be deleted in 60 minutes.
  • Submitted, accepted and denied application records and their answers are kept until deleted on request (Maximum 60 days) or removed by server admins.
  • Dashboard sessions expire after 3 days of inactivity. Your linked Discord account and dashboard profile, including your email address, are kept until you unlink Discord or request deletion. Your email is refreshed from Discord each time you log in.
  • Premium purchase records are kept while you have a subscription, and afterwards so a returning subscription can be restored, until you request deletion. Polar keeps its own records of your payments under its own privacy policy.

Who it's shared with

We don't sell data. Data is shared only with the infrastructure providers needed to run the bot:

  • Discord, as the platform the bot operates on.
  • Cloudflare, for transcript storage and hosting.
  • Redis, for caching cooldowns, rate limits and dashboard session data.
  • Polar, as the payment processor for premium. Polar receives what you enter at checkout and, for checkouts started from the dashboard, your Discord user ID. See Polar's privacy policy.

Your choices

Server admins can delete a ticket category, application category or the bot itself from their server at any time, which stops further data collection for that server. To stop sharing your email, remove Better Tickets from Discord's User Settings → Authorized Apps, or ask us to delete your dashboard account. Purchases made outside the dashboard can't be linked by email until you log in again. For anything that isn't self-servable through commands, request deletion in our support server.

Children's privacy

The bot operates within Discord and inherits Discord's own minimum age requirements. We don't knowingly collect data from users who don't meet those requirements.

Changes to this policy

We may update this policy from time to time. Material changes will be reflected here with an updated date.

Contact

Questions about this policy, or data deletion requests, can be sent to our support server or support@bettertickets.gg.