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).
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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