Admin Override for Malware Detection in Zendesk
Can admins override malware detection in Zendesk?
Yes, admins have the ability to override malware detection in Zendesk. When an attachment is flagged as potentially malicious, it becomes inaccessible to agents. However, admins can download the flagged attachment and decide whether to allow agents to access it or keep it restricted.
To permit agent access, an admin can click 'Allow access' under the attachment in the ticket. Conversely, to restrict access again, they can click 'Restrict access'. It's advisable to consult your company's security policy before taking action on malicious attachments.
More related questions
How does Zendesk's malware scanning feature work?
Zendesk's malware scanning feature automatically scans all file attachments to tickets for potential threats. If an attachment is flagged as potentially malicious, agents are prevented from downloading it unless an admin overrides the malware…
Which channels are scanned for malicious attachments in Zendesk?
Zendesk scans attachments from several channels to ensure security. These include email, the Help Center's Submit a request form, the Attachments API, the Support Mobile SDK ticket form, and the Classic Web Widget ticket form. However, attachments…
Are there any logs available when malware is detected in Zendesk?
Currently, Zendesk does not provide logs when malware is detected. This means that there is no direct way to review logs for malware detection events. However, Zendesk encourages users to provide feedback on this feature, which could help drive…
How can I test if Zendesk's malware scanning is active?
To test if Zendesk's malware scanning is active, you should first ensure that the feature has been rolled out to your account. As of July 14, 2022, the feature was automatically enabled for all Zendesk customers, so no additional settings are…
What should I do if Zendesk's malware scanning impacts my workflow?
If Zendesk's malware scanning feature is impacting your workflow, especially if you handle emails with potentially malicious content regularly, there are a few steps you can take. Since only admins can override the malware detection, consider…
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