How Recall handles data. In short: it is read-mostly, it stays inside Freshworks, and there are no third parties and no AI.
Last updated: 6 August 2026
Summary. Recall reads your resolved tickets and knowledge-base articles only to compute matches for the agent viewing a ticket. It stores only your snippets, resolution templates and usage counters inside the Freshworks data store. It sends no data to any third-party server, performs no AI or LLM processing, and exports no end-user personal data off Freshworks.
Recall ("the app") is developed and provided by TALONOID Technologies Private Limited ("we", "us", "our"), the data processor for information the app handles on your behalf. The account that installs Recall (your organisation) is the data controller for its own ticket and customer data. You can contact us at connect@talonoid.com.
This policy covers the Recall Marketplace app for Freshdesk and Freshservice. It does not cover Freshworks' own products, which are governed by Freshworks' privacy terms, nor any other website or service.
To compute matches, Recall reads the following from your Freshworks account, using the API key an admin enters at configuration:
This data is read only to compute matches for the agent currently viewing a ticket. It is processed in memory within the Freshworks serverless sandbox and is not copied to, indexed on, or retained by any system outside Freshworks.
The API key is entered by an administrator during setup and is stored securely by Freshworks as part of the app's installation. It is never exposed to the agent's browser and is used solely to make the read requests described in section 3.
Recall stores the following in the Freshworks data store, scoped to your account:
Usage counters are aggregate figures. Recall does not build or store a profile of any individual end user, requester or agent.
Recall runs entirely within the Freshworks serverless environment. There are no third-party processors, analytics services, ad networks or external AI services involved in operating the app. The only platform in scope is Freshworks itself, which hosts the runtime and the data store.
Where the GDPR or comparable laws apply, the processing Recall performs is on the basis of your organisation's legitimate interest in helping its agents resolve tickets efficiently, and in performance of the service you have installed. Because Recall does not maintain its own copy of your ticket or end-user data, the source records remain under your control in Freshworks and are subject to your own retention and access policies.
The only data Recall retains are the snippets, templates and usage counters in the Freshworks data store. Uninstalling the app removes these data-store records. Because Recall keeps no external copy of your tickets or KB, honouring a data-subject erasure request generally means deleting the underlying record in Freshworks; there is no separate Recall copy to erase. To request deletion of any app-held data or for assistance, contact connect@talonoid.com.
Recall relies on the security controls of the Freshworks platform: the app code runs in Freshworks' hosted sandbox, credentials are stored by Freshworks, and data access is limited to the read operations described above. We do not operate additional servers that hold your data.
Recall is a business tool for helpdesk agents and is not directed to children. It does not knowingly collect data from children.
We may update this policy to reflect changes to the app or legal requirements. Material changes will be reflected by the "last updated" date above. Continued use of Recall after an update constitutes acceptance of the revised policy.
For any privacy question or request, email connect@talonoid.com.
TALONOID Technologies Private Limited.