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David Oegren

Joined Apr 15, 2021

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Last activity Jul 22, 2022

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ACTIVITY OVERVIEW

Latest activity by David Oegren

David Oegren commented,

CommentGlobal security and user access

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.

View comment · Posted Jul 06, 2022 · David Oegren

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David Oegren commented,

Community comment Feedback - Ticketing system (Support)

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.

View comment · Posted Jul 06, 2022 · David Oegren

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David Oegren created a post,

Post Feedback - Ticketing system (Support)

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

Edited Jun 30, 2022 · David Oegren

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