Freshworks Marketplace

Transform complex tickets into automated, trackable workflows – without leaving Freshdesk

Free

Not governed by Freshworks Freddy AI

As a reminder, the way in which a given App within the Freshworks Marketplace processes, transmits, uses, and retains data (including in the context of artificial intelligence (AI) related features) is defined by the license terms offered by the relevant third-party licensor of that App.

By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.

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Overview

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Privacy & Security

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Resolve complex tickets faster & easier using workflow automation Design workflows for handling complex support tickets step-by-step, and resolve tickets end-to-end without manual coordination. Trigger, track, & resolve workflows without leaving Freshdesk Enable frontline agents to run, track, and resolve complex support tickets without leaving Freshdesk, using the Next Matter sidebar app. Automate SLAs for consistently amazing CX Give workflows granular deadlines, include service benchmarks, and automate notifications to keep customers & stakeholders informed at every step. Maintain compliance & keep customer data secure Protect your customers' data end-to-end. Next Matter is a SOC II Type 2 certified solution with cloud hosting on secure, EU-based servers. Everything you need to deal with complex tickets Next Matter offers both UI-based automation and pro-code blocks for custom actions and integrations – endless potential to design workflows that meet your exact requirements, including: + Tasks and Orchestration + Reviews, Decisions, Approvals + Forms & Surveys + Conditional fields and actions + AI-parsing & email auto-creation + Granular Deadlines + Internal or External Notifications (email, SMS, chat) + Self-Service Portals (Customers, Suppliers, Partners) + Database integration + 100s of app integrations + Much more (see product features) Book a demo: https://www.nextmatter.com/try-next-matter Watch demo: https://www.youtube.com/watch?v=riOYtvxUZm8

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Simply click install and start using the app. An active Next Matter user account is required. Please contact your Next Matter workspace administrators if you do not yet have a Next Matter user account

The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.

What is End-User data?

Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.

Data Management and Storage

Does your app use AI or GenAI features?

Yes

Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?

Does your app collect / process any End-User data?

Yes

What End-User data does your app collect/process?

Customer content and customer account data, specifically first name, last name, email address and business billing address as a controller.

What is the purpose of collecting/processing the data?

To allow Next Matter to provide its Software as a Service (SaaS) to customers.

Does your app store any End-User data?

Yes

What End-User data does your app store?

Customer content and customer account data, specifically first name, last name, email address and business billing address as a controller.

Countries where data is stored

Ireland, Germany

What is the purpose of storing the data?

To allow Next Matter to provide its Software as a Service (SaaS) to customers. The stored data helps deliver services such as managing user accounts, fulfilling contractual obligations, and ensuring operational integrity.

Does your app share End-User Data with any third party entities?

Yes

Third Party 1

Name of the third party

Amazon Web Services

Domain

https://aws.amazon.com/

Countries where 3rd party entity stores data

Germany

What is the purpose of sharing data?

Cloud service provider.

Third Party 2

Name of the third party

Amplitude, Inc.

Domain

https://amplitude.com/

Countries where 3rd party entity stores data

Germany

What is the purpose of sharing data?

Amplitude is used to compile usage analytics for the service in order to improve the user experience. Amplitude processes personal data of logged-in users including email address and product usage.

Third Party 3

Name of the third party

Datadog

Domain

https://www.datadoghq.com/

Countries where 3rd party entity stores data

Germany

What is the purpose of sharing data?

Datadog is used for monitoring and analytics of our infrastructure and application performance, enabling real-time tracking of system metrics, logs, and security events. This helps ensure optimal performance, security, and reliability of our services.

Third Party 4

Name of the third party

OpenAI LLC

Domain

https://openai.com/

Countries where 3rd party entity stores data

United States

What is the purpose of sharing data?

OpenAI is used to help customers build and optimize processes using AI, enabling them to automate workflows, generate insights, and enhance decision-making through advanced natural language processing and machine learning capabilities. No personal data is processed via OpenAI.

Third Party 5

Name of the third party

SendGrid

Domain

https://sendgrid.com

Countries where 3rd party entity stores data

Germany

What is the purpose of sharing data?

Sendgrid is used for mail delivery, enabling us to send transactional and marketing emails to our customers, including notifications, alerts, and updates related to our services.

Does your app transfer European Economic Area (EEA) residents’s End-User Data outside of the EEA?

Yes

What transfer mechanism is in place to govern those transfers?

Adequacy decision & EU Standard Contractual Clauses

Can the End-User data be exported?

Yes

What are the means of exporting this data?

- self-service, on-demand export of data subset by customer organisation admins in CSV format (product feature) - bespoke automated customer data exports in JSON format (service offering)

What measures are put in place to export the data?

Authentication and encryption at rest and in transit.

Can End-User data be accessed through your app logs?

Yes

Is the End-User data encrypted at rest?

Yes

Elaborate the encryption methodology adopted

Data is encrypted at rest both at compute and data storage layers using standard mechanisms provided by AWS, our hosting provider. Additionally, sensitive data like passwords or access tokens are stored in encrypted form at the database level, using industry standard encryption.

Is the End-User data encrypted in transit?

Yes

Elaborate the encryption methodology adopted

TLS v1.2, or better, protocol.

Does your app adhere to the OWASP (Open Web Application Security Project) security standard?

Yes

Which OWASP guidelines or recommendations do you follow to ensure the security of customer data?

OWASP: https://owasp.org/www-project-top-ten/ https://cheatsheetseries.owasp.org/IndexTopTen.html https://owasp.org/www-project-top-ten/ https://cheatsheetseries.owasp.org/IndexTopTen.html AWS/GCP/Azure CIS benchmark recommendations https://www.cisecurity.org/cis-benchmarks

Does your app permanently delete the customer data as soon as the customer uninstalls the app?

What is the data retention period after app is uninstalled?

The customer content (e.g. workflow data) stored within the SaaS system will be deleted as agreed in the data processing agreement, usually upon termination or expiration of the contract.

Does your app allow customers to request a custom End-User Data retention period?

Yes

What is the data retention period?

The customer content (e.g. workflow data) stored within the SaaS system will be deleted as agreed in the data processing agreement, usually upon termination or expiration of the contract.