What is Malware Scanning
Previously we only scanned incoming emails using publicly available virus scanning tools. Malware scanning is a comprehensive scanning tool for ticket attachments across many channels, using much more accurate scanning tools. Malware scanning scans attachments on tickets in Support and in the My Activities area within Guide. Agents and end-users are prevented from downloading attachments which have been found to contain malware through warnings labels in the agent user interface, and by hiding attachments in the end user My Activities page.
Our Mission: To identify and protect Zendesk’s customers from malicious attacks
Why are we are doing this release?
- Gather active feedback on malware scanning User Interface
- Validate the performance of identifying malicious file attachments
- Measure satisfaction and adoption of Malware Scanning
- Get critical feedback for improving the feature for future roadmap and releases
What do I need to do?
Nothing, the MSS will deploy to your instance during the week of June 27,2022-July 14,2022
User experience for Malware Scanning
- End users will not see any designation or link if a file is deemed malicious.
- Admins and agents will see a warning under each file attachment in the conversation log.
- Warning designations will only be on files that are potentially malicious.
- Image/icon preview will go away when a file is deemed malicious.
- Agents will not be able to download or view any malicious files unless Admin overrides access.
- If an agent tries to access a potential malicious file via its URL, they will be unable to access it. Instead, they will be redirected to a page which indicates that the file has been deemed malicious and cannot be downloaded.
- All admins will have the permission to download, allow, and restrict access to malicious files.
- When admins click on “allow access” on a potential malicious file; agents will have to refresh their page in order to gain access to the file.
How might my Zendesk instance be impacted?
- Agents may not be able to download a file if deemed malicious. This is normal - an admin will have to override to give agents access.
- If there are any dependencies on Automation(s) to download file attachments, file attachments will not open if they are tagged as malicious.
- Customers may have to adjust their automations to prevent this from happening
Limitations:
Asynchronous scans: we scan for malware after the file has been uploaded as opposed to synchronously, or during the upload itself. This means there is a potential vulnerability if a file gets uploaded and the MSS may have not scanned the file prior to the agent opening it.
- If there are any dependencies on Automation(s) to download file attachments, file attachments will not open if they are tagged as malicious.
- Customers will have to adjust their automations to prevent this from happening