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Chika Chima

Joined Oct 16, 2021

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Last activity Jan 22, 2025

Zendesk Product Manager

Malware Scanning Service(MSS)

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ACTIVITY OVERVIEW

Latest activity by Chika Chima

Chika Chima created an article,

ArticleAnnouncements
Announced on Rollout on
January 27, 2025 January 27, 2025

We are introducing a new permission for Enterprise plans that allows agents in custom roles to manage malicious attachments.

This announcement includes the following topics:

What's changing?

On Enterprise and Enterprise Plus plans, agents in custom roles can now be granted permission to manage malicious attachments. This permission allows agents in custom roles to override attachments that are deemed potentially malicious by the Zendesk malware scanner.

The custom role will have the same permissions as admins have today when a file attachment is deemed malicious. Based on your company's security policy, agents in this role can override the malware designation and allow access to the attachment. For more information on how to override, see Managing Malicious attachments.

For more information about custom roles, see Permissions that agents in custom roles can have.

Why is Zendesk making this change?

We recognize that admins need to delegate some of their responsibilities. Today, admins bear the responsibility to allow or restrict access to file attachments that are deemed malicious by the Malware scanning feature. We aim to empower admins to delegate these tasks to other agents. This will allow agents to assist admins in determining whether a file is safe to download.

What do I need to do?

No action is required. This feature is being rolled out to all Enterprise accounts. When you add or edit custom roles, this new permission will be available for you to set.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Edited Jan 23, 2025 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Hello everyone,

Thank you for your patience as we navigate the early stages of developing this feature in Support. I want to reassure you that this feature is indeed in the roadmap and we are currently in the discovery phase for its initial first version.

 

At this moment, we cannot provide a specific timeline for its release. Offering an eta would involve a level of uncertainty that we prefer to avoid.  However, I want to emphasize that we are actively working on enhancing our attachment handling capabilities and have several other projects lined up in 2025.

I understand that this lack of detail can be frustrating, and please know that we recognize the importance of addressing these issues.

Thank you for your understanding!

View comment · Posted Nov 20, 2024 · Chika Chima

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Chika Chima commented,

CommentGlobal security and user access

Hi Everyone,

As part of our commitment to continuously improving the security of your accounts, we collaborated with our third-party cybersecurity partner to enhance the MSS feature. However, we have noticed that these adjustments led to an overly sensitive scanning process. To minimize any disruption to your workflows, we have decided to revert back.

 

Thank you for your understanding

View comment · Edited Oct 22, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Thank you all for your valid feedback! This has been documented and will reach out for additional questions /validation. Thanks again!

View comment · Posted Sep 12, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Hi Ammy, 

Thanks for reaching out and truly understand your request.  

Unfortunately, Zendesk is not able to give logs or additional detail information. This is because we are partnered with a 3rd party cybersecurity company that does the scanning and provide the results

View comment · Posted Aug 05, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

sure thing Collin, I have reached out

View comment · Posted Jun 10, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Hello!

Due to the sensitivity of the post, we have taken the precautionary step of removing the comment to safeguard our customer community against potential threats. Our Community Team has also reached out to Collin thanking them for sharing this information with us and letting them know why the comment was removed.

At Zendesk, enhancing product security is an ongoing endeavor—Malware scanning is just the start. As outlined in our pinned post, we're always discovering on incorporating new features including file type restrictions. Although we have not finalized a release timeline, prioritizing this feature is important to us. 

 

Additionally , Zendesk's Security team always strongly advises all customers to implement their own security measures as another component of their business operations

View comment · Posted Jun 03, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Thank you Noelle Cheng for your response and detailed feedback! We truly appreciate that. All has been documented

View comment · Posted Jun 03, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Thanks everyone for continuing to share your feedback, voting and raising the importance of this feature. 

We don’t have a release date to share at this time but please know that it’s on our list of priorities and we are committed to addressing this. 

I’m currently doing  some research and discovery around what this capability could look like and how it'd behave, I’d be happy to get on a call with anyone and we can talk it through and make sure your use case is covered. Let me know in the comments if that'd be of interest and I can set it up.

View comment · Posted May 22, 2024 · Chika Chima

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Chika Chima commented,

Community comment Feedback - Ticketing system (Support)

Hi!

Thanks for this feedback! It is currently not on the roadmap , however, we have wrote down this request and I would like to know how you all imagine what this pdf preview feature may look like in a ticket? Such as When clicking on a pdf attachment, a separate pop up window will come up? or within the conversation of the ticket? where would you want the option to download the pdf attachment after previewing?

Thanks!

View comment · Posted Apr 24, 2024 · Chika Chima

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