1. Overview
Helpefi is a multi-tenant cloud helpdesk and optional ITSM platform. Security is built into workspace architecture, agent access controls, and operational settings, not added as an afterthought.
Security & Compliance
How Helpefi protects customer data, isolates workspaces, and gives security reviewers the controls they need for procurement and compliance questionnaires.
2. Tenant isolation
Each Helpefi workspace runs on its own database. Customer tickets, contacts, knowledge base content, and configuration data for one workspace are not co-mingled in a shared datastore with other customers.
3. Authentication and access control
4. Audit logging and data retention
Workspace administrators can review audit logs for security-relevant activity and configure retention policies from Settings → Security.
5. Encryption and infrastructure
Helpefi is hosted on modern cloud infrastructure. Data in transit is protected with TLS. Attachments and workspace files are stored in private object storage with access controlled by the application. Data at rest uses provider-managed encryption for managed databases and object storage.
6. AI and customer data
Helpefi AI Copilot assists agents inside the ticket workflow. Your workspace data is used to ground replies and deflection for your organization, not to train public foundation models for other customers.
7. Integrations and API access
Third-party integrations connect through OAuth or API credentials scoped to your workspace. REST API access is available on Professional and Enterprise plans (or with the Integrations add-on), with permissions governed by your workspace roles.
8. Reliability and continuity
Backup schedules, disaster-recovery procedures, and uptime commitments for Enterprise agreements are summarized on the Reliability page.
9. Vulnerability reports and security contact
If you believe you have found a security vulnerability in Helpefi, report it responsibly to hello@helpefi.com with subject line Security.
10. Compliance documentation
Helpefi publishes a DPA summary, subprocessors list, and reliability overview for procurement. Helpefi does not claim third-party certifications on this page unless separately listed after independent audit. Enterprise customers can contact hello@helpefi.com with topic Enterprise for architecture diagrams and security questionnaire materials.