Privacy Policy: Reply Threads for Jira Service Management
Effective date: October 1, 2026
This policy explains what information Reply Threads for Jira Service Management (the "App") handles and how. The App is published by Great Work LLC ("Great Work", "we", "us"), 651 N Broad St Suite 206, Middletown, DE 19709, USA. Contact: hello@greatwork.company.
The short version
- The App runs entirely on Atlassian's Forge platform, inside your Atlassian Cloud site's infrastructure. It has no servers of its own and sends no data to Great Work or to anyone else.
- Great Work cannot see your Jira data. We have no access to your site, your comments, your attachments or your users.
- The App stores a small amount of data in Atlassian's Forge storage: your settings and which threads are resolved or pinned. That storage is managed by Atlassian and follows your site's data residency.
- No cookies, no tracking, no analytics, no advertising.
Information the App processes
While someone uses the App, it reads the following from your Jira site through Atlassian's APIs, acting as that signed-in person (so Jira's permissions apply):
| Data | Why | Stored by the App? |
|---|---|---|
| Comments on the open request (text, author, time, visibility, internal/public flag) | To show them as threads | No. Read on demand and shown in the browser. |
Comment properties named gw-threads.parent | To know which comment a reply answers | Saved by Jira as part of the comment, in your site |
| Attachment names and thumbnails on the open request | To show and attach files in replies | No |
| Names of people who can see the request (when typing @) | Mention suggestions | No |
| Your project list (admins only, on the settings page) | To choose where threads appear | No |
| Replies you write and files you upload | Posted to Jira as normal comments and attachments | Saved by Jira in your site, like any comment |
The App stores in Forge storage:
| Data | Contents |
|---|---|
| Settings | Which service projects use the App, nesting depth, mention and quote options, sort and visibility defaults |
| Thread state per request | IDs of resolved and pinned threads, the Atlassian account ID and display name of the person who resolved a thread, and when |
Where data lives
All processing happens in Atlassian's Forge runtime, and all stored data is in Forge storage. Both are operated by Atlassian under Atlassian's own security and privacy commitments, and Forge storage follows the data residency location of your Atlassian site where Atlassian supports it. The App qualifies for Atlassian's "Runs on Atlassian" program: no data leaves Atlassian's infrastructure.
Atlassian is the only sub-processor. Great Work uses no other sub-processors for the App.
Logs
Atlassian keeps platform logs of App invocations. The App writes short technical error messages to those logs (for example "Loading comments failed (403)"). It never logs comment text, file contents or personal details. Great Work can view these logs through Atlassian's developer tools to fix problems.
Retention and deletion
- Comments and attachments posted through the App are ordinary Jira data in your site and follow your site's own retention. Uninstalling the App does not delete them.
- Settings and thread state stay in Forge storage while the App is installed. When the App is uninstalled, Atlassian removes the App's Forge storage for your site according to Atlassian's Forge data retention rules.
- To clear the stored thread state without uninstalling, contact us and we will walk you through it. Settings can be changed at any time on the App's settings page.
Your rights
Because Great Work never receives your data, requests to access, correct or delete data held in Jira should go to your Jira site administrator, and Atlassian handles data held in its platform. If you contact us (for example through support), we use what you send only to answer you and keep support records for up to 2 years. You can ask us to delete them at hello@greatwork.company.
Support requests
If you open a support request, our help center (a Jira Service Management site run on Atlassian Cloud) stores your name, email address and what you write. Please don't include customer data or screenshots containing personal information unless needed.
Children
The App is a business tool and is not directed at children under 16.
Changes
We will post changes to this policy on this page with a new effective date. Material changes will also be announced in the App's release notes.
Contact
Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA. hello@greatwork.company