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Chika Chima's Avatar

Chika Chima

Incorporación 16 oct 2021

·

Última actividad 22 ene 2025

Zendesk Product Manager

Malware Scanning Service(MSS)

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RESUMEN DE LA ACTIVIDAD

Última actividad de Chika Chima

Chika Chima creó un artículo,

ArtículoNovedades
Fecha de anuncio Implementación
27 de enero de 2025 27 de enero de 2025

Presentamos un nuevo permiso para los planes Enterprise que permite que los agentes con roles personalizados administren archivos adjuntos maliciosos.

Este anuncio incluye los siguientes temas:

¿Qué va a cambiar?

En los planes Enterprise y Enterprise Plus, los agentes con roles personalizados ahora pueden recibir permiso para administrar archivos adjuntos maliciosos. Esto permite que los agentes con roles personalizados puedan anular la designación de malware de los archivos adjuntos que el analizador de Zendesk considere potencialmente maliciosos.

El rol personalizado tendrá los mismos permisos que los administradores tienen hoy en día cuando un archivo adjunto se considera malicioso. Según la política de seguridad de su empresa, los agentes con este rol podrán anular la designación de malware y permitir el acceso al archivo adjunto. Si desea más información sobre cómo anular la designación de malware, consulte Administración de archivos adjuntos maliciosos.

Si desea más información sobre los roles personalizados, consulte Permisos que pueden tener los agentes con roles personalizados.

¿Por qué Zendesk va a hacer este cambio?

Reconocemos que los administradores deben delegar algunas de sus responsabilidades. Hoy en día, los administradores tienen la responsabilidad de permitir o restringir el acceso a los archivos adjuntos que la función de análisis de malware considera maliciosos. Nuestro objetivo es capacitar a los administradores para que puedan delegar estas tareas en otros agentes. Esto permitirá que los agentes ayuden a los administradores a determinar si un archivo es seguro para descargar.

¿Qué debo hacer?

No es necesario que haga nada. Esta función se está implementando en todas las cuentas Enterprise. Cuando agregue o edite roles personalizados, este permiso estará disponible para otorgarse.

Si tiene comentarios o preguntas relacionadas con este anuncio, visite el foro de la comunidad donde recopilamos y administramos los comentarios de los clientes sobre los productos. Si desea asistencia general con sus productos Zendesk, contacte a Atención al cliente de Zendesk.

Editado 29 ene 2025 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad 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!

Ver comentario · Publicado 20 nov 2024 · Chika Chima

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Chika Chima hizo un comentario,

ComentarioGlobal 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

Ver comentario · Editado 22 oct 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad 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!

Ver comentario · Publicado 12 sept 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad 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

Ver comentario · Publicado 05 ago 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

sure thing Collin, I have reached out

Ver comentario · Publicado 10 jun 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad 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

Ver comentario · Publicado 03 jun 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

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

Ver comentario · Publicado 03 jun 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad 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.

Ver comentario · Publicado 22 may 2024 · Chika Chima

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Chika Chima hizo un comentario,

Comentario de la comunidad 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!

Ver comentario · Publicado 24 abr 2024 · Chika Chima

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