Privacy & Cookies Policy

Last updated: 9 August 2026

This policy explains how Virtual Shinobis processes personal information when you use Helpdesk By Virtual Shinobis, including information collected through the website, customer accounts and analytics.

1. Information we process

Depending on how you use Helpdesk, we may process account information such as your name and email address, organization and team information, support tickets and customer messages submitted through the platform, billing and subscription status, technical logs used to operate and secure the service, and information you send to our support team.

2. Why we process information

We use personal information to create and administer accounts, provide the Helpdesk service, route and manage support tickets, maintain security, prevent abuse, process subscriptions, provide customer support, comply with legal obligations and improve the platform.

3. Customer data

Organizations using Helpdesk may upload or route personal information relating to their own customers into the platform. Those organizations are responsible for ensuring they have an appropriate lawful basis for doing so. Virtual Shinobis processes that information as required to provide and support the service.

4. Google Analytics and Consent Mode

We use Google Analytics 4, with measurement ID G-K1XDZL7TCM, to understand how visitors use Helpdesk, including which pages are viewed and how visitors interact with the site.

We use Google Consent Mode. The Google tag may load when you visit the site, but analytics storage and advertising-related consent are set to denied by default. If you do not accept analytics, Google may receive limited cookieless measurement signals permitted by Consent Mode, but analytics cookies are not written. If you accept analytics, analytics storage is enabled and Google Analytics may use first-party cookies and online identifiers for measurement.

We do not intentionally send names, email addresses, support-ticket content or billing details to Google Analytics. Information collected by Google Analytics is processed by Google in accordance with Google’s applicable privacy terms and policies.

5. Cookies and local storage

Helpdesk uses strictly necessary browser storage for functions such as authentication, security and application preferences. We also store your analytics choice in your browser so we can remember whether you accepted or declined Google Analytics. Analytics cookies are only enabled after you accept analytics.

6. Managing or withdrawing analytics consent

You may decline analytics when the cookie notice appears. If you later want to change your choice, use the Cookie settings control in the Helpdesk footer. You may also use browser controls and Google’s available Analytics opt-out tools where applicable.

7. Service providers

We may use trusted service providers to host and operate Helpdesk, deliver email, process payments, provide database and infrastructure services, and perform analytics. These providers may process information only as required to provide their services to us and subject to their own legal and contractual obligations.

8. International processing

Some technology providers may process information outside South Africa. Where personal information is transferred internationally, we take reasonable steps to use providers and safeguards appropriate to the information and the service being provided.

9. Retention and security

We retain personal information for as long as reasonably necessary to provide the service, meet legal or accounting requirements, resolve disputes and maintain security. We use reasonable technical and organizational measures designed to protect personal information against unauthorized access, loss, misuse or disclosure.

10. Your rights

Subject to applicable law, you may request access to or correction of personal information we hold about you, ask about our processing practices, object to certain processing or request deletion where applicable. We may need to verify your identity before completing a request.

11. Contact

Virtual Shinobis
Email: support+virtualshinobiscom@inbound.virtualshinobis.com
Website: virtualshinobis.com

12. Related policies

Please also review our Terms of Service and Refund and Cancellation Policy.