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Gareth Elsby
Joined Nov 22, 2021
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Last activity Mar 21, 2023
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Latest activity by Gareth Elsby
Gareth Elsby commented,
How's the Malicious file scanner working for Zendesk?
I ask this because 2K games were hacked yesterday, and a malicious actor was able to upload a trojan games launcher to Zendesk's CDN and serve a download link to numerous customers.
This is pretty much what I was warning last year.
Now, granted, the breach into Zendesk was the fault of 2K games, but if a bad actor could upload a malicious attachment, it doesn't give me much confidence that customer uploads are being scanned either. It would be good to have some sort of comment on this, as it's only a matter of time before our security team come knocking on my door and asking uncomfortable questions.
View comment · Posted Sep 22, 2022 · Gareth Elsby
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Gareth Elsby commented,
Would it be possible to add an app setting to hide link previews when the app is posting to a Slack channel, please? We're using slack side convos quite heavily in the support team and paste many troubleshooting links in each post. This creates a wall of link previews for each side convo.
Thanks!
View comment · Posted Jun 09, 2022 · Gareth Elsby
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Gareth Elsby commented,
We've discovered a similar issue when launching side conversations this week. If an agent is composing a side convo and clicks the 'view events' button in the main window, the whole side-convo draft is wiped out and they have to start again. This is extremely frustrating on top of the problem outlined by OP.
Could you update us as to what side convo improvements are on the roadmap, and are improvements to the problems outlined in this post being considered/built, please?
View comment · Posted Mar 17, 2022 · Gareth Elsby
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Gareth Elsby commented,
+1 for Zendesk quicktab. Its a must-have for any Zendesk agent to get rid of multiple open tabs.
Although +1 on the OP because this feature is sorely needed!
View comment · Posted Mar 17, 2022 · Gareth Elsby
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Gareth Elsby commented,
I've seen this behaviour in the wild in a previous role that affected our timesheet approvals process. The solution we came up with was to hide a hyperlink in the email that was designed as 'honeytrap' for the bots.
Essentially, if the hidden link was clicked, we could say with confidence that only a bot could find it and click it. Could Zendesk consider the same, whereby if the third link was clicked, the CSAT response is nullified and the next click would come from a human and be expected. This mitigates the risks identified:
- A bot clicks all links from top to bottom
- The negative CSAT option is usually the second option
- Zendesk records the last CSAT click as the final answer from the rater
- We don't want to increase customer effort by introducing a two-step rating process
- Zendesk polls results on an hourly/half-hourly basis, so won't be affected by multiple bot clicks.
Could this option be explored by Zendesk as a solution to combat anti-spam link clickers?
View comment · Edited Mar 17, 2022 · Gareth Elsby
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Gareth Elsby commented,
We're about to launch problem/incident tickets on our team and it's super disappointing that we can't get the problem subject data against the linked incidents report. We want to share this information to the product teams, who may not be able to drill into the individual tickets. We also would like to automate a report to our finance team that shows the total number of refunds applied to a given problem ticket.
View comment · Posted Feb 07, 2022 · Gareth Elsby
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Gareth Elsby commented,
Hello all,
Our team of 150+ agents at Hopin desperately want this feature as well. Wading through comment history can be very time consuming, especially when an issue is escalated to another group where they need to quickly gather context for a given issue. Could we get an update on where this feature lies in Zendesk's roadmap please and what can we do to promote this request?
Thanks
View comment · Posted Feb 03, 2022 · Gareth Elsby
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Gareth Elsby commented,
We have also highlighted this to Zendesk as a security issue after having it highlighted by our internal bug bounty program. Malicious actors are able to upload attachments via a support ticket. Our agents are at risk of receiving them, but the file is also able to be served to anybody by grabbing the file from Zendesk's CDN and hotlinking to it. Please see reproduction steps from our report:
1)Vist example.zendesk.com.
2)Navigate to Submit a request -->Enter details & in file upload section as an attacker I'm able to upload execution files such as .php ,.aspx files
3)Taking it to further I deleted these files when checked these files are still accessible and stored at backend.
4)This leads to help centre can be used as Temporary drive.
Now I for one do not want my company's subdomain being used as a filestore for serving malicious files and I'm confident that no other customers do either. This issue needs to be brought back on to the roadmap asap as a security issue.
At the very least, incoming attachments should be scanned by Zendesk for exploits and removed. The respective support ticket can be informed of this action by Zendesk.
View comment · Edited Dec 13, 2021 · Gareth Elsby
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Gareth Elsby commented,
Hi Tim McLean are sunshine profile attributes as trigger conditions on the roadmap? We'd really like to record our customer health score in zendesk and provide a faster response to customers that are in the red.
Thanks
View comment · Posted Dec 06, 2021 · Gareth Elsby
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Gareth Elsby commented,
Hi all,
I found this page looking for the same solution that Vladimir is seeking. Our main problem is when multiple agents work a ticket that has a bad satisfaction rating.
Just using ticket assignee is no good, as the bad comment is then attributed to an agent that was trying to follow up. Using updater name +update ticket status = solved at least shows us all the agents who played a part, but having the date - ticket rated attribute would at least help us to ascertain which agent may be responsible for the bad comment.
Vladimir P you seem to have a good grasp of this issue as well. If you drop in a feedback post, I'll be sure to upvote it and contribute!
View comment · Posted Nov 22, 2021 · Gareth Elsby
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