Managing malicious attachments

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10 Comments

  • CJ Johnson

    Chika Chima Now that this is rolled out to all users, I have the same question as Megumi, I seem to be able to attach the eicar test file in Zendesk just fine, but gmail immediately detects and says it's a virus. Is there a setting we need to turn on? I can't seem to get Zendesk to detect anything as a virus that I try. Does malware scanning not check the agent side of attachments? Do I need to send the eicar file as an end-user? 

    Edit: I also confirmed that I was able to send virus laden files via chat. 

    1
  • Chika Chima
    Zendesk Product Manager

    Hello All!

    Update on the Malware Scanning feature. We are making headway to have a general availability to all customers at towards the end of June 2022. This feature will automatically be turned on for our customers. A help center announcement will be made once we have this feature turned on. 

    This release of Malware scanning will not have an API endpoint. Please continue to use the redaction app. Also in the audit logs, there will be events created when an Admin overrides.

    1
  • Chika Chima
    Zendesk Product Manager

    Gaurav Garg Thanks for the comment!

    We are slated to release Malware scanning to all in June 2022. There will be an announcement as we get closer to the release date.

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  • Megumi Nakamura

    Hi Chika Chima, do we need any settings to use this feature?

    I tried to check the detection working by using EICAR Anti-Virus Test File, but nothing happened.

    0
  • Pat

    Love it! 

    Can we pls participate in the limited release program with smcglobal.zendesk.com?

    0
  • Rafael Santos

    Hi Chika Chima, will we have an API endpoint to restrict agent access to attachments?

    Something similar to the Redaction endpoint

    /api/v2/tickets/{ticket_id}/comments/{comment_id}/attachments/{attachment_id}/restrict

    Additionally, how are these automatic attachment restrictions described in the ticket events? Will we be able to audit when/how those were interacted with?

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  • Chika Chima
    Zendesk Product Manager

    CJ Johnson

    Thanks for reaching out!

    As referenced on the announcement  rollout to all 100% customers will end by July 14th. So therefore, you may not have this feature just yet.

     

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  • David Oegren

    Sadly we already have this feature activated, and it is already impacting our daily business. We as an email security provider get emails/tickets with possible malicious content attached on a daily basis. We can not have admins work through those tickets every hour. Also, it is out of the question to promote every agent to admin just to be able to handle those kinds of tickets. We need a workaround please.

    Is it possible to address this issue via API? We could build ourselves a script automatically releasing affected emails. Or can we build some special role which we can give to our agents without granting them full admin? Please advise.

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  • Gaurav Arora

    hey Chika Chima when will malware scanning be available to all users? is there a way we can enable this for our account?

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  • Chika Chima
    Zendesk Product Manager

    Hi Pat !

    I just replied to your ticket.

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