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Chika Chima's Avatar

Chika Chima

已加入2021年10月16日

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最后活动2025年1月22日

Zendesk Product Manager

Malware Scanning Service(MSS)

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的最新活动 Chika Chima

Chika Chima 创建了一篇文章,

文章公告
宣布日期 推行日期
2025 年 1 月 27 日 2025 年 1 月 27 日

我们将对 Enterprise 服务模式推出一项新权限,允许自定义用户角色的专员管理恶意附件。

此公告包括以下主题:

有什么变化?

在 Enterprise 和 Enterprise Plus 服务模式中,现在可以授权自定义用户角色的专员管理恶意附件。此权限允许自定义用户角色专员覆盖被 Zendesk 恶意软件扫描程序视为潜在恶意的附件。

当文件附件被视为恶意时,自定义用户角色将拥有管理员当前所具有的权限。根据您公司的安全政策,该用户角色专员可以覆盖恶意软件标志,并允许访问附件。有关如何覆盖的更多信息,请参阅管理恶意附件

有关自定义用户角色的更多信息,请参阅自定义用户角色专员拥有的权限

Zendesk 为何作出这项更改?

我们认识到管理员需要下放他们的部分职责。如今,管理员有责任允许或限制访问被恶意软件扫描功能视为恶意的文件附件。此更改旨在支持管理员将这些任务委派给其他专员,以便专员协助管理员确定文件是否可以安全下载。

我需要做些什么?

无需任何操作。此功能将推广到所有 Enterprise 帐户。当您添加或编辑自定义用户角色时,此项新权限将可供您设置。

如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2025年1月30日 编辑 · Chika Chima

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Chika Chima 进行了评论,

社区评论 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!

查看评论 · 已于 2024年11月20日 发布 · Chika Chima

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Chika Chima 进行了评论,

评论Global 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

查看评论 · 已于 2024年10月22日 编辑 · Chika Chima

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Chika Chima 进行了评论,

社区评论 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!

查看评论 · 已于 2024年9月12日 发布 · Chika Chima

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Chika Chima 进行了评论,

社区评论 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

查看评论 · 已于 2024年8月05日 发布 · Chika Chima

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Chika Chima 进行了评论,

社区评论 Feedback - Ticketing system (Support)

sure thing Collin, I have reached out

查看评论 · 已于 2024年6月10日 发布 · Chika Chima

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Chika Chima 进行了评论,

社区评论 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

查看评论 · 已于 2024年6月03日 发布 · Chika Chima

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Chika Chima 进行了评论,

社区评论 Feedback - Ticketing system (Support)

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

查看评论 · 已于 2024年6月03日 发布 · Chika Chima

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Chika Chima 进行了评论,

社区评论 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.

查看评论 · 已于 2024年5月22日 发布 · Chika Chima

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Chika Chima 进行了评论,

社区评论 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!

查看评论 · 已于 2024年4月24日 发布 · Chika Chima

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