Legal
Cookie Policy
Last updated: 7 May 2026
Manage your cookie preferences
You have not yet made a choice about non-essential cookies. You can change your mind at any time. Withdrawing consent stops further analytics and removes the analytics cookies set on this device. Strictly necessary cookies (hw_cookie_consent, hw_session, hw_csrf) are always required.
1. What Are Cookies
Cookies are small text files that are stored on your device (computer, tablet, or mobile phone) when you visit a website. They are widely used to make websites work more efficiently and to provide information to the website owners.
This Cookie Policy explains how HelpWise ("we", "us", "our") uses cookies and similar technologies on the HelpWise website (www.helpwise.net), agent application (app.helpwise.net), and customer portal (portal.helpwise.net).
2. Types of Cookies We Use
2.1 Strictly Necessary Cookies
These cookies are essential for the operation of the platform. They enable core functionality such as authentication, security, and session management. You cannot opt out of these cookies as the platform cannot function without them.
| Cookie | Purpose | Duration |
|---|---|---|
hw_session | Maintains your authenticated session | 7 days |
hw_csrf | Protects against cross-site request forgery attacks | Session |
hw_cookie_consent | Stores your cookie consent preferences | 1 year |
2.2 Functional Cookies
These cookies enable enhanced functionality and personalisation, such as remembering your preferences (theme, layout, default views). If you disable these cookies, some features may not work as expected.
| Cookie | Purpose | Duration |
|---|---|---|
hw_theme | Stores your preferred theme (light/dark) | 1 year |
hw_sidebar | Remembers sidebar collapse state | 1 year |
hw_view_pref | Remembers your preferred default view (Tickets list, Dashboard, etc.) | 1 year |
2.3 Analytics Cookies
These cookies help us understand how visitors interact with the HelpWise marketing website and the agent application. All data is aggregated and anonymous. We use this information to improve our service. Analytics cookies are only set after you give consent via the cookie banner or the controls at the top of this page.
| Cookie | Purpose | Duration |
|---|---|---|
_ga | Google Analytics — distinguishes unique visitors | 2 years |
_gid | Google Analytics — distinguishes visitors | 24 hours |
_gat | Google Analytics — throttles request rate | 1 minute |
3. Managing Your Cookie Preferences
When you first visit our website, you will be presented with a cookie consent banner that allows you to accept or decline non-essential cookies. You can change your cookie preferences at any time by:
- Using the controls at the top of this page
- Clearing your cookies and revisiting the site to trigger the banner again
- Adjusting your browser settings to block or delete cookies
- Using browser extensions that manage cookie consent
Please note that blocking certain cookies may affect your experience of the platform.
4. Browser Cookie Settings
Most web browsers allow you to control cookies through their settings. You can typically find these in the "Options", "Preferences", or "Settings" menu of your browser. The following links provide information on how to manage cookies in common browsers:
5. Third-Party Cookies
Some cookies on our website are set by third-party services that appear on our pages, such as Google Analytics. We do not control the setting of these cookies. The third-party providers listed above have their own privacy policies that govern how they use the information they collect.
6. Changes to This Cookie Policy
We may update this Cookie Policy from time to time to reflect changes in the cookies we use or for other operational, legal, or regulatory reasons. Please revisit this page regularly to stay informed about our use of cookies. The "Last updated" date at the top of this page indicates when this policy was last revised.
7. Contact Us
If you have any questions about our use of cookies, please contact us:
- Email: privacy@helpwise.net
- Company: HelpWise (operated by CloudInfinity)
- Address: United Kingdom
For more information about how we handle personal data, see our Privacy Policy.