Currently, with the Secure Download setting enabled, end users who are not signed in and have sent in an email are unable to see screenshots or attachments sent by Support Agents.
When an end user sends in content that should be redacted, the Support Agent can both redact from the email as well as any attachments.
However, when the Support Agent responds to the not signed in end user after redacting the information, blank attachments named redacted.txt are included on those emails without the Support Agent knowing it.
This can lead to the not signed in end user not knowing what the return attachment is as well as not understanding what happened.
Who is impacted: Any non signed in end user in any ZenDesk instances that have enabled Secured Downloads.
What is the impact: Taking extra work time and potentially uncomfortable conversation in why portions of a conversation or attachments were redacted.
The current workaround: There is none. The newly created redacted blank attachments are automatically included and the Support Agent has no power to delete them out.
What we would rather have happen: If portions of an email or attachments are redacted by a Support Agent, then we would not want any redacted attachments to be sent back to the customer on a public response.
Thank you for considering this request.
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