malware scanning feature blocking certain companies daily business
Hi,
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.
Please advise.
Thankyou
David
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Here, too. I understand that you want to secure the mail traffic for your customers - but what about customer dealing with such kind of attachments as business model? The purpose of using the Zendesk service would be destroyed if that malware scanning feature would be mandatory without exception.
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Hi David Oegren and Benni Geiger,
Thank you for reaching out and expressing your feedback.
I am the PM for the new malware scanning feature. I would like to reach out to you both separately via email and set up a short call to understand more about your workflows, business needs and discuss how we can align more to your respective use cases
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Hi Chika Chima,
sadly the feature went live for us too which is already impacting our daily business. We need a fix/workaround. I also don't see why explaining our workflows should change anything about the fact that we need every agent to be able to evaluate and handle dangerous attachments. We are an email security provider, our clients rely on us helping them by sending us emails with possibly malicious content attached. We can not have admins work through all those tickets. Also, it is not an option to give every agent the admin role. This needs to be deactivated for us, or we need a workaround of some kind. We can not wait for a call on the 14th of July (which seems to be your first free slot) and possibly more waiting time on top of that. We need a solution NOW. Please understand that this is a possible showstopper for us.
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Hi David Oegren
We have sent you an email. Please kindly respond to the email at your earliest connivence.
Thank you
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This feature needs to be optional !
At least let us configure parameters of the scan and/or whitelist certain filetypes.
Also, why is it not possible to set triggers if a file is blocked so we could automate a workflow to release it?
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Hey all, thank you for taking the time to provide us with your feedback here. This has been logged for our PM team to review. For others who may be interested in this feature request, please continue to add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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