Last updated: 2025-12-11

Source: https://support.freshdesk.com/support/solutions/articles/50000011796-data-processing-for-similar-tickets-and-canned-responses

Data Processing and Regional Compliance for AI-Powered Suggestions

To maintain transparency and help you make informed decisions, this article outlines how data is processed for specific AI-powered capabilities in Freshdesk across different data storage regions.

Current Data Processing for IND, MEC, and AUS Regions

For customers hosted in India (IND), Middle East (MEC), and Australia (AUS) data regions:

  • Two features currently rely on data processing in the United States:

    • - Similar Tickets Suggester - Canned Response Suggester

    These features use advanced AI models that are currently provisioned only in the US data centers. Because of this, enabling these suggesters requires temporarily sending relevant data to US-based processing servers.

    Our Commitment and Ongoing Work

    We are actively collaborating with Microsoft Azure to bring the required data processing infrastructure to IND, MEC, and AUS.

    Once Azure provides these capabilities in-region, these suggesters will process data locally, without leaving your region.

    US and EU Regions

    For customers in the US and EU regions:

  • All data processing and data storage already occur within your respective regions.
  • No cross-region processing is involved for any features.

    • No Other Features Use Cross-Region Processing

    Aside from the two features mentioned, no other Freshdesk features process data outside your region for IND, MEC, or AUS customers.

    All other analytics, workflows, automations, messaging, and AI features continue to operate strictly within their designated data regions.

    You Are in Control

    You have full control over whether the suggesters above are used:

  • You may keep these features disabled if you prefer not to allow cross-region data processing.
  • If they were previously enabled and later disabled, we immediately stop sending any data outside your region.

    • Your data stays local unless you explicitly choose to enable these two suggestion features.