OC Support — Privacy policy

OC Support is an internal helpdesk operated by Online Consulting. It consists of this web application and the “OC Support” Chrome extension, which adds a ticket panel to Gmail. Both are available only to Online Consulting staff who sign in with their onlineconsulting.com.au Google Workspace account. They are not offered to the public.

This policy covers staff who use the tool and people who e-mail Online Consulting’s support address.

Staff accounts. Name, work e-mail address and profile picture from the Google account used to sign in, plus role, team membership and notification preferences.

Support e-mail. Messages sent to and from Online Consulting’s shared support mailbox: sender and recipient addresses, subject, message text, dates and attachment details. Attachment files are fetched from Gmail when a staff member opens them and may be kept in a private cache.

Ticket records. What staff do with a ticket: assignment, status, priority, tags, custom fields, internal notes and an activity history.

Staff mailboxes. When a staff member connects their own Gmail mailbox, OC Support locates the copies of support conversations in that mailbox and applies “OC Support” folders (Gmail labels) to them. It does not read, store or process any other e-mail in that mailbox.

In the extension. The extension keeps the staff member’s sign-in session and panel layout in Chrome’s extension storage. On Gmail pages it reads the identifier of the open conversation so it can show the matching ticket, and whether a reply is being written so colleagues can see that someone is already answering. It does not collect browsing history and is not active on any site other than Gmail.

For internal use only, to provide IT support to Online Consulting’s customers: turning support e-mail into tickets, sharing them among the support team, tracking response times, notifying staff, and producing internal reports. We do not use this data for advertising, do not sell it, and do not use it to train generalised artificial-intelligence or machine-learning models.

OC Support’s use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. Gmail data is used only to provide the helpdesk features described here. People at Online Consulting read it only in the course of handling support requests, or where needed for security, to fix a fault, or to comply with the law.

Support e-mail stays in Gmail, and a copy of each support conversation, together with its ticket record, is stored in a hosted database. The database and the hosting provider that serves this application process the data on Online Consulting’s behalf. E-mail is read from and written to Gmail through Google’s APIs. We do not share the data with anyone else unless the law requires it.

Access is limited to signed-in Online Consulting staff. Mailbox access tokens are encrypted and held only on the server; they are never sent to the browser or the extension. All connections use HTTPS, and changes to tickets are recorded in an audit history.

Tickets and their e-mail are kept as business records for as long as Online Consulting needs them. A staff member can disconnect their own mailbox at any time, which revokes OC Support’s access to it. When a staff member leaves, their account is deactivated.

You can ask what information we hold about you, and ask us to correct or delete it, by writing to support@onlineconsulting.com.au. Requests are handled manually by an Online Consulting administrator, in line with the Australian Privacy Principles.

If the way OC Support handles data changes, this page is updated and the date at the top changes with it.