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Max McCal
Joined Apr 14, 2021
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Last activity Sep 03, 2024
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Latest activity by Max McCal
Max McCal commented,
There is a settting called “Accept wildcard emails” in the Channels > Email menu. You need to disable that setting and only your explicit support addresses will accept tickets.
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View comment · Posted Jul 12, 2024 · Max McCal
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Max McCal commented,
I wanted to step in here and confirm again that this is planned. We aren't able to comment with an ETA at this time. Providing a timeline right now would involve more guesswork than we're comfortable with. We are making improvements to our attachment handling, and have a number of projects that we are excited to share in the upcoming months, but aren't able to give specifics about timing yet. I realize this is frustrating, and this is definitely an issue that we are aware of and need to provide fixes for. If you're interested in discussing further, please let me know.
View comment · Posted Jun 26, 2024 · Max McCal
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Max McCal commented,
Hi, Robbie 👋
Could you help me to understand your needs here just a little better? Is the speed an issue because of the backlog of tickets you need to delete, or is it because you are creating more than 200k tickets per day?
To be a little more specific, are you trying to get your total number of tickets stored down below a threshold with deletion, or is the rate of ticket creation in your account so big that your total volume is growing, even when we delete 200k per day?
View comment · Posted Jun 24, 2024 · Max McCal
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Max McCal commented,
Hey, all —
It came to my attention that there has not been any official comment on this from Zendesk Product. This kind of specific, granular control is definitely a good example of where we want to take our permissions over time, but not something in the roadmap at the moment.
View comment · Posted Mar 12, 2024 · Max McCal
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Max McCal commented,
Hey, Bellavance,François
This feature will be available in January as an early access program. We will definitely make an update here once it is live with instructions on how to get access.
View comment · Posted Nov 14, 2023 · Max McCal
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Max McCal commented,
Hi, Scott Holm
Overall the default brand doesn't have that much impact on how you ultimately run your support instance, so it shouldn't matter too much. There are two main consequences:
- Your default brand is applied whenever we can't figure out what brand to assign a ticket to. This is usually pretty rare, as most external channels will set the brand automatically. The API is the main way this usually happens. If your channels are pretty well established, this should be an edge case.
- Your agents will always see the subdomain of your default brand while working in the agent interface, and you will route the majority of your API traffic through your default brand's subdomain. This is mostly cosmetic, but important to be aware of.
Does that help you to determine? In the end it won't make a big difference, and your end users will see almost no impact from the decision.
View comment · Posted Nov 07, 2023 · Max McCal
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Max McCal commented,
Prabu —
You can also sign up for an early access program for the automatic deletion feature I mentioned.
View comment · Posted Sep 29, 2023 · Max McCal
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Max McCal commented,
Hi, Prabu —
The "All tickets" view is customizable, so I can't say for sure whether it does or does not contain Closed tickets. No view will ever show Archived tickets, however, so you will have more tickets in your account than you can see in any one view. You can probably get a more precise count by using our APIs, for example the /tickets/count endpoint.
We are very close to releasing new functionality that will help you delete old tickets on a schedule, automatically. I will update this thread when it is announced.
- Yes, Closed (and Archived) tickets occupy space
- You can bulk delete a few ways: select multiple tickets from a view or search result (up to 100 at a time), or use an API call to delete many tickets
- Any admin can delete tickets using either of the options I just listed. An Agent can also do it if they have sufficient permissions
View comment · Posted Sep 29, 2023 · Max McCal
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Max McCal commented,
Hi, Prabu —
Redaction deletes the file and replaces it with a blank file. Redacting attachments will definitely reduce your total storage burden.
View comment · Posted Sep 25, 2023 · Max McCal
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Max McCal commented,
Thanks for raising this issue. I'll address the headers individually.
- Strict-Transport-Security – This is in place, as the report from securityheaders.com shows.
- Content-Security-Policy – This is something we're currently working on. Implementing CSP is a complex undertaking as any misconfiguration can impact application functionality, but it is in progress. In the meantime we use other security headers, same-origin policies, input validation and HTML output encoding to mitigate many risks that can also be addressed by CSP.
- X-Content-Type-Options – This header is present on endpoints where it provides a specific security benefit, such as attachment responses where mime sniffing attacks can occur. It's not implemented on all Zendesk endpoints, however.
- Referrer-Policy – We are aware of this, but have no plans to implement it at this time.
For those who are looking for more in this area, we'd love to hear specifics.
View comment · Posted Jun 30, 2023 · Max McCal
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