the announced malware scanning feature will be blocking our companies support.
Security and email security companies like we are get tickets from our customers with potentially dangerous files attached on a daily basis. Our agents are trained and need to be able to process this kind of support requests. We can not have admins manually check and release tickets with those files attached. That would just be a big and unnecessary overload. Also we can not promote all agents to admins too.
We urgently need a workaround here. It is our understanding that this feature is not intended to be optional. That needs to change. Working with dangerous attachments is one of our core tasks, and we need to be able to process those without having another party's (admins) involvement. For now, this would be a show stopper for us.
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