Security and privacy, in plain words.

Your data kept apart

Each help desk is its own workspace. The database itself refuses to return one workspace's rows to another, so the separation does not depend only on the app's screens. Inside a workspace, a client contact sees only their own requests, or their company's if you allow it, and that rule is enforced by the database too.

• Tested on every change: automated tests try to read across workspaces and client companies through the API, the portal, notifications and webhooks.
• Background work carries the workspace, and a job without one is refused.

Mailbox access

Microsoft 365 is connected through Microsoft's own approval, never with a mailbox password. In the recommended locked mode, Exchange Online itself limits ReeveDesk to your support mailbox and nothing else in your organization.

• The part that reads cannot send. ReeveDesk's mail reader has no permission to send mail.
• Proof of ownership. A mailbox is connected only after one email with a short code is sent from it, and a mailbox can be live on one desk only.
• Mail stays in your mailbox. ReeveDesk never moves or deletes it.

Sign-in

Your team signs in with Microsoft, or with a password plus a 6-digit code from an authenticator app (required by default). Clients sign in to the portal with a one-time link sent by email, so there are no client passwords to leak.

• Sign in with Microsoft asks Microsoft only for the person's name and email. Only existing members from organizations you allow get in, and an admin can make it required.
• Wrong tries lock the account for a while, and a wrong password and a wrong code look the same on screen.
• Sessions end after a period without activity and after a set maximum. Changing a password signs you out everywhere else.
• Invite and reset links work once and expire. Portal links work once, for 15 minutes.

Only people send

Replies, calls and texts reach a client only when a signed-in member of your team presses a button. No access key of any kind, including an AI assistant's or another application's, can hold a permission to send.

• Checked three times: by the key's limits, by the send step, which needs a person signed in at that moment, and by the sending service before any message leaves.
• Ticket text is untrusted. If a message tries to give an assistant instructions, the key's limits still hold.
• Refusals are recorded. A refused attempt shows in the audit log with the reason.

Email and files

Email is shown as the sender made it, inside a frame that cannot run anything. Pictures from the internet, which senders often use to track when mail is opened, stay hidden until you choose to show them.

• No reply loops: automatic mail is never answered, and a flood from one sender is gathered into one ticket.
• Files have size and type limits (web pages, scripts and programs are refused) and always download as files rather than opening inside ReeveDesk.
• Virus scanning of every file before anyone can open it. Coming

Secrets and backups

• Encrypted on the way: every page and every connection uses HTTPS.
• Keys stored scrambled: access keys and sign-in links are kept only in scrambled (hashed) form, so a copy of the database does not reveal them.
• Mail secrets encrypted with a key for your workspace before they are stored. The certificates ReeveDesk uses with Microsoft stay on NorthReeve's separate key service, not on the help desk server.
• Nightly backups, encrypted before they leave the server and kept off-site.

Audit log

Every change records who made it, when, from which address, and each field before and after. Secrets show only as "changed". Nobody can edit or delete an entry, each entry is sealed to the one before it, and Check the chain re-checks the whole log.

Phones

With GetLibre PBX, all calls, texts and recordings stay in GetLibre. ReeveDesk never blocks, holds or reroutes a call and never touches emergency calls. Its key to GetLibre cannot hang up, transfer or change your phone system, and the browser phone's sign-in is guarded like a phone password.

Privacy

NorthReeve does not sell personal information. The NorthReeve Privacy Policy, Data Processing Addendum and Terms of Service apply. More about how NorthReeve runs its products: Trust.

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Questions about security, or something to report: sales@northreeve.com.