Secure attachments per ticket
Feature Request Summary:
Allow agents to decide on a ticket per ticket basis if attachments are secure (requiring user to login to view the attachment or not).
Description/Use Cases:
We send a lot of email attachments to users. 50% are secure and cannot be sent via email, the other 50% are not secure and can be sent as regular email attachments.
We want the ability for staff to tick a box "Secure attachments". If ticketed would not embed attchments in the email sent to users and force them to login to view the attachment
Business impact of limitation or missing feature:
It is too much of a bad user experiance forcing all users to login to open attachments even when they don't need to be secure.
Our security/risk team will not accept sending secure attachments via email.
Therefore we cannot use Zendesk out-the-box feature to secure attachments which is a Global setting for all ticket..
Instead we have to revert to using a different software application to send secure emails to our customers =(
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Comentário oficial
HI Dave!
Thank you for expressing your concerns.
I do want to announce that we are working on a Malware scanning feature that will scan ticket attachments in the support product coming towards the end of May/beginning of June 2022. High level on how it works for this first release; if a file is deemed malicious, Admins can "Allow" or "Restrict" access for Agents and End users to download or not, per each attachment thats deemed malicious
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This would be beneficial to our team as well. We occasionally handle sensitive data in Zendesk and would like the ability to handle this case-by-case.
As a workaround, for attachments to people outside of the company, we use the Side Conversation feature as those attachments do not require a user to be logged in.
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We also have this need. Often members request statement and other documentation that requires encryption, are staff is having to use outlook for these requests.
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Any updates on this feature?
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Hello everyone thank you for your feedback and comments!
In Support today; we do have private attachments as current feature in Support that helps with securing access to a file.
Unfortunately this is not on any roadmap, but we are interested in doing more discovery around this possible feature in the future.
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+1. We not only need the ability to encrypt/secure attachments, we need to be able to encrypt outbound responses from Zendesk. Think about for HR conversations, these should only be accessible by the requester and should get the message encrypted for added security
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