Acceptable Use Policy

1. Who This Applies To

This policy applies to everything done with Ticket Tool: the bot in your Discord server, the dashboard, flows and automations, AI features, knowledge base pages, custom domains, the public API, and any integration you connect.

If you run a server, you're responsible for how Ticket Tool is used there, including by your staff and by anyone you give dashboard access to. You're also responsible for what your configuration does, such as the messages a flow sends or the questions a ticket form asks.

This policy adds to our Terms of Service, Privacy Policy and Data Processing Agreement. Discord's own terms and policies also apply to everything you do on Discord.

2. Illegal and Harmful Content

Don't use Ticket Tool to create, store, send or share:

• sexual content involving minors, or anything that sexualizes minors, in any form, including drawn or AI-generated content;
• sexual or intimate content of anyone shared without their consent;
• content that promotes, supports or organizes terrorism, violent extremism or real-world violence;
• content that encourages self-harm or suicide, or instructions for it;
• malware, stolen data, or instructions or tools for hacking, fraud or evading law enforcement;
• the sale of illegal goods or services, including drugs, weapons, counterfeit goods, stolen accounts or payment details;
• content that infringes someone else's copyright, trademark or other rights;
• anything that's illegal where you or the people receiving it are; or
• anything Discord's Terms of Service, Community Guidelines or other policies prohibit, including their rules on regulated goods and gambling. If Discord doesn't allow an activity on its platform, we don't allow it through Ticket Tool either.

We report content that exploits children to the relevant authorities.

3. Harassment and Hate

Don't use Ticket Tool to:

• threaten, harass, bully or intimidate anyone, including through tickets, transcripts, DMs or automated messages;
• attack people based on race, ethnicity, national origin, religion, caste, disability, sex, gender identity, sexual orientation, age or serious illness;
• publish someone's private information, such as their home address, phone number or real identity, without their permission ("doxxing"); or
• punish or retaliate against someone for reporting abuse, or publish or share someone's ticket to shame them.

4. Spam and Unwanted Messages

Flows, automations, scheduled messages, announcements and SMS notifications can reach a lot of people at once. Don't use them to:

• send unsolicited direct messages or SMS, or use mentions to advertise, to people who haven't interacted with your server's ticket system or asked to hear from you;
• send advertising or promotions to people who didn't agree to receive them;
• mass-mention roles or members, or repeat messages, to flood a channel or get around Discord's limits;
• invite people to other servers or products unless they asked; or
• keep texting someone who replied STOP, or send SMS without the consent the law requires where the recipient lives.

Routine mentions are fine, such as pinging your staff role when a ticket opens.

Ticket Tool limits how many direct messages the bot sends on a server's behalf each hour, and pauses them when a server reaches that limit.

If you connect your own SMS or email provider, you're responsible for following that provider's rules and the messaging laws that apply to you.

5. Scams and Impersonation

Don't use Ticket Tool to deceive people. In particular, don't:

• pretend to be Discord, Ticket Tool, another company, a server's staff or any other person, including with a customized bot name, avatar or embed;
• run "support" flows or tickets designed to trick people into giving up passwords, login codes, Discord tokens, recovery codes, payment details or cryptocurrency wallets;
• run giveaways, trades, investment offers or payments that you don't intend to honor;
• tell people to scan a QR code to verify, sign in or keep their account;
• tell people they need to verify or install something to keep their account, unless it's a genuine step in your server that you're transparent about; or
• fake reviews, ratings, feedback scores or analytics.

6. Collecting Information

Ticket forms, applications and modals can ask people for information. Only ask for what you actually need to help them, and tell them why you're asking. Never use a ticket, form or flow to ask for:

• passwords, login codes, Discord tokens or authentication codes for any account;
• full payment card numbers or bank login details; or
• government identity numbers or scans of identity documents, unless the law requires you to collect them and you handle them lawfully.

Don't collect health information, biometric data or other sensitive information unless you have a lawful reason and have assessed that it's appropriate. Don't knowingly collect information from children under 13, or under the minimum age for Discord where they live.

When you process other people's personal information through Ticket Tool, you're responsible for having a lawful basis and for telling them what you do with it, as our DPA explains.

7. AI Features

Some AI features are on by default on the plans that include them, and a server can turn them off in its settings. When you use them, don't:

• use them to create anything this policy prohibits;
• try to make them reveal other servers' data, their instructions, or information about how the Service works, or otherwise get around their safeguards;
• let AI features make decisions that seriously affect someone without a person reviewing them. That includes decisions inside your Discord server, such as removing someone from your community or rejecting their application, as well as decisions about jobs, credit or access to real-world services;
• present AI-generated replies as written by a named person when they weren't; or
• use them to build or train a competing AI model, or to get around your plan's usage allowance.

Messages the bot posts directly from its AI features, where members can see them, are labeled "AI-generated reply" so the people reading them know. If your server reuses AI output in its own messages, such as a flow that sends it later, label it yourself. Don't remove, hide or cover that label, or tell people an AI reply was written by a person.

AI can be wrong. You're responsible for checking AI-generated replies and actions before relying on them, especially for billing, safety, legal or medical questions.

8. Public Pages and Custom Domains

Knowledge base articles and pages served on a custom domain are visible to anyone. Don't use them to host or link to anything this policy prohibits, including phishing pages, malware or illegal downloads.

Only connect a custom domain you own or are authorized to use, and don't use a domain designed to look like another brand's.

9. Security and Fair Use

Don't:

• probe, scan or test the security of the Service without our written permission (report vulnerabilities to ppa.loot-tekcit@ytiruces instead);
• access or try to access another server's or user's data, or anything you weren't given access to;
• get around plan limits, rate limits, feature gates or usage allowances, including by creating extra accounts, servers or organizations;
• overload the Service, including through automated requests, load testing or excessive API calls;
• scrape the Service or the public API beyond what the API documentation allows;
• share API tokens or dashboard access with anyone who shouldn't have them; or
• interfere with the Service, other servers' use of it, or our ability to protect it.

10. Discord's Rules

Ticket Tool runs on Discord, so you must also follow Discord's Terms of Service, Community Guidelines and Developer Policy. Don't use Ticket Tool to get around Discord's rules or enforcement, such as helping banned users back into a server or hiding content Discord would remove.

Content that Discord allows only in age-restricted channels may only be used with Ticket Tool in channels and categories Discord marks as age-restricted. Don't send it into tickets, direct messages or knowledge base pages, which aren't age-restricted.

11. Reselling and Representation

Don't resell, sublicense or offer Ticket Tool as your own service without a written agreement with us. Don't suggest that we endorse, sponsor or partner with you unless we do. Affiliates also follow the Affiliate Program Terms.

12. Reporting Abuse

If you see Ticket Tool being used in a way this policy prohibits, email ppa.loot-tekcit@esuba. Include the server name or ID, what happened, when, and any message links or screenshots.

We don't tell the server you reported that the report came from you, unless the law requires it. If someone's safety is in immediate danger, contact local emergency services first. To report a problem with Discord itself, use Discord's reporting tools.

Security vulnerabilities go to ppa.loot-tekcit@ytiruces. Privacy requests about your own data go to ppa.loot-tekcit@ycavirp.

13. Enforcement

If we believe this policy has been broken, we may take any action we think is appropriate, depending on how serious it is and whether it has happened before. That includes:

• warning the server owner or account holder;
• disabling flows or automations, or unpublishing knowledge base articles;
• removing a custom domain;
• turning off AI features, direct messages or the public API for a server;
• suspending a server, a dashboard account or an organization. For a server, suspension stops the bot acting in it and blocks its dashboard and API, while messages in its open tickets are still recorded so transcripts stay complete; and
• reporting the activity to Discord or to law enforcement.

We usually warn first. We act without warning when harm is serious or ongoing, when the law requires it, or when a warning would put someone at risk. If you turn back on something we disabled or unpublished without fixing the problem, we may take stronger action, such as suspending the server.

When one server in an organization breaks this policy, we act on that server. We act on the whole organization only when the abuse involves the organization itself or several of its servers.

If we take action against you, we'll tell you what we did and why, unless doing so would put someone at risk or the law prevents it. You can ask us to reconsider by emailing ppa.loot-tekcit@esuba (or replying to our notice) within 30 days of being told, with any information you think we missed.

While a server is suspended, its owner can't use its dashboard, but can still ask ppa.loot-tekcit@ycavirp to export or delete the server's data.

Suspension doesn't pause billing. To stop renewals, cancel the subscription as our Terms of Service describe. Access suspended or ended for breaking this policy isn't refunded, except where the law requires a refund.

14. Changes

We may update this policy as the Service, the law or the ways people misuse it change. We'll give at least 30 days' notice of material changes, as described in our Terms of Service, unless a change is needed sooner to protect people or to comply with the law.