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Last updated: 25th July 2026 This page explains what data better tickets collects when it’s used in your server, and how that data is handled.

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What we collect

  • 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 settings menus (category names, role IDs, channel IDs, message templates, premium tier).
We don’t collect data outside of the servers the bot is added to, and we don’t read messages outside of ticket/application channels.

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How it’s stored

  • Guild configuration, ticket records, and application records are stored in a MongoDB database.
  • Short-lived state (cooldowns, rate limits) is cached in Redis and expires automatically.
  • Ticket transcripts are stored as HTML files in Cloudflare R2, access-protected, and cryptographically signed so you can verify a transcript hasn’t been altered with /verify.

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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 that never reach “submitted” (abandoned mid-conversation) are automatically deleted 60 days after being started.
  • Submitted, accepted, and denied application records, and their answers, are kept until deleted on request (see below) or removed by server admins.

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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 (R2) and hosting.

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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. For anything that isn’t self-servable through commands, request deletion in our support server.

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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.

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Changes to this policy

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

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Contact

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