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Vinicius Henrique da Silva's Avatar

Vinicius Henrique da Silva

Joined Nov 25, 2022

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Last activity Feb 13, 2025

Zendesk Luminary

Monitor de Costumer Service na Panasonic do Brasil

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ACTIVITY OVERVIEW

Latest activity by Vinicius Henrique da Silva

Vinicius Henrique da Silva commented,

CommentDocumentação sobre o Web Widget (clássico)

até quando o web widget vai funcionar?

View comment · Posted Jan 03, 2025 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva created a post,

Post Feedback - Admin Center

Dear Zendesk Team,

I would like to raise a concern regarding the authentication feature in Zendesk that allows users to select "Don't ask again for this computer for 30 days."

While I understand that this functionality is designed to improve user convenience, it introduces significant security risks, particularly in corporate environments where security must be a top priority.

  1. Reduced Effectiveness of Two-Factor Authentication (2FA):
    This option bypasses the second factor of authentication for an extended period, effectively downgrading 2FA to password-only authentication during that time. This significantly undermines the security purpose of 2FA, which is intended to protect against risks such as phishing or credential theft.
  2. Risk from Compromised Devices:
    If a device is shared, stolen, or accessed improperly, attackers can easily bypass the additional protection offered by 2FA. The locally stored token or cookie used to "remember" the device can be exploited if compromised, potentially exposing associated accounts.
  3. Impact on Compliance and Security Policies:
    Organizations adhering to strict data protection regulations or security policies may find it challenging to justify the use of this feature, as it undermines the principles of multi-factor authentication.

Recommendations:

  • Enable administrators to disable this option at the account level, enhancing security for organizations with stringent policies.
  • Reduce the "remember me" period to a more secure timeframe, such as 7 days, or implement periodic reconfirmation of credentials.
  • Provide logging or alerts in the Security Center when users utilize this option, offering greater control and visibility for administrators.

Thank you for your attention to this matter. I would appreciate understanding what measures might be implemented to enhance the security of this feature.

Best regards,

Posted Dec 27, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

Community comment Feedback - Ticketing system (Support)

Dear Zendesk Team,

I would like to raise a concern regarding the authentication feature in Zendesk that allows users to select "Don't ask again for this computer for 30 days."

While I understand that this functionality is designed to improve user convenience, it introduces significant security risks, particularly in corporate environments where security must be a top priority.

  1. Reduced Effectiveness of Two-Factor Authentication (2FA):
    This option bypasses the second factor of authentication for an extended period, effectively downgrading 2FA to password-only authentication during that time. This significantly undermines the security purpose of 2FA, which is intended to protect against risks such as phishing or credential theft.
  2. Risk from Compromised Devices:
    If a device is shared, stolen, or accessed improperly, attackers can easily bypass the additional protection offered by 2FA. The locally stored token or cookie used to "remember" the device can be exploited if compromised, potentially exposing associated accounts.
  3. Impact on Compliance and Security Policies:
    Organizations adhering to strict data protection regulations or security policies may find it challenging to justify the use of this feature, as it undermines the principles of multi-factor authentication.

Recommendations:

  • Enable administrators to disable this option at the account level, enhancing security for organizations with stringent policies.
  • Reduce the "remember me" period to a more secure timeframe, such as 7 days, or implement periodic reconfirmation of credentials.
  • Provide logging or alerts in the Security Center when users utilize this option, offering greater control and visibility for administrators.

Thank you for your attention to this matter. I would appreciate understanding what measures might be implemented to enhance the security of this feature.

Best regards,

View comment · Posted Dec 27, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

CommentSegurança global e acesso do usuário

A ideia é boa, mas 1 condição apenas?
como garantir que outros tipos de tickets não sejam excluídos, nao faz sentido.

Exemplo:

Tenho 1 grupo no qual quero excluir tickets dele, entretanto não quero que contenha alguma tag especifica.
Mas somente desse grupo em específico, outros grupos talvez não fosse necessário. Não há como fazer isso.

Meio sem nexo essa opção para uma manutenção correta de tickets e dados.

View comment · Posted Dec 12, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

CommentRegras de negócios

Um absurdo isso não estar disponível para todas as contas ou ao menos ter a opção de Add On.

Algo que deveria ser nativo da plataforma.

View comment · Posted Dec 10, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

CommentTicket automation and collaboration

Does this mean that now it is possible to use the ticket file with agent light? in order to maintain communication between departments only?

View comment · Posted Dec 03, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

Community comment Feedback - Chat and Messaging (Chat)

This ongoing issue with WhatsApp tickets appearing in the chat panel is completely unacceptable. We first reported this back in July, and to date, no solution has been provided.

 

This is not just a technical inconvenience; it directly impacts customer experience (CX) and our customer service (CS) operations. Misalignment in tools disrupts workflows, creates confusion for agents, and risks delays in response times. These are outcomes that no company aiming for excellent CX can tolerate.

 

The fact that not all customers are reporting this issue does not diminish its importance. A problem of this nature affects trust in your platform, and as a customer, I find it unacceptable that such a critical flaw has been deprioritized for months.

 

Zendesk positions itself as a leader in the CX space, yet this prolonged delay in addressing a core functionality issue raises serious questions about your commitment to your customers. How are we supposed to ensure a seamless experience for our customers if the tools we rely on are unreliable?

 

We demand an immediate escalation of this ticket, with a clear action plan and timeline for resolution. Anything less is a failure of the standards Zendesk claims to uphold.

 

I expect a detailed response promptly.
 

 

View comment · Posted Nov 21, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

Community comment Feedback - Ticketing system (Support)

menos de 50 dias para 2025 e o Zendesk não criou NADA que pudesse resolver isso.

A recomendação da plataforma é vc criar vários usuários dentro da conta pra fazer isso.
Decepcionante. 

View comment · Posted Nov 12, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

Community comment Feedback - Chat and Messaging (Chat)

where? 

View comment · Posted Oct 28, 2024 · Vinicius Henrique da Silva

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Vinicius Henrique da Silva commented,

CommentAnexos e CCs

que instrução vazia.

Pq a zendesk tem dificuldade de orientar o básico de como fazer? 

View comment · Posted Oct 25, 2024 · Vinicius Henrique da Silva

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