Feature Request Summary:
The phishing risk feature added by Zendesk cannot be turned off, and is adding incorrect, alarming messages to thousands of tickets.
Like many organizations, we sometimes send emails to a group at a another company. One person in that group, will respond. Since this new feature rolled out, any time this happens, the response is flagged in red as a phishing risk, because the email is different from the requester email on the ticket. This is frustrating and misleading. We would like to turn off these misleading messages, but there's no way to do so.
Business impact of limitation or missing feature:
A lot of time is being wasted reassuring agents tickets are safe because of this new feature. We have to write up new documentation for agents, and will have to train on this in the future, just because there's no off switch and Zendesk is marking only legitimate replies as phishing risks. I have yet to see a single instance of this tool correctly identifying a phish, and I have seen multiple actual phishes come through. It's not even clear to me what Zendesk is using to define "Phishing risk", aside from marking every ticket where a follow-up message was sent from an email address that does not match the requester's as a phishing attempt.
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