Secure Replies or Encrypted Messages

Hi there,


I was wondering if it is possible to secure send a reply when updating a ticket? Is there any sort of encryption process to protect sensitive information?

 

Thanks 

Tom

Asked by Thomas Bartkus on Mon 8/19/24 2:52 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 8/19/24 3:04 PM

Hello Thomas,

When you say "secure send a reply", can you elaborate on what you mean?

Are you asking if there is a way to send an email marked as "secure" so the person receiving has to authenticate in some way into their email account to read it? Are you asking also if that communication is "locked" in some way from being visible on the ticket itself?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark,

We are looking attempting to share sensitive information. For example, sometimes we use Gmail to send encryted messages via Virtru, to obtain sensitive information rather than using the ticketing system. Is it possible for a user to authenticate and or verify before being able to read the message? - Thomas Bartkus Mon 8/19/24 3:09 PM
Unfortunately we do not offer a service like that natively. You would have to use a 3rd party system to provide secured messaging like this. Or possibly iPaaS could connect to a 3rd party like that and send messages, if they have an API endpoint allowing for a connection to send secured messages. - Mark Sayers Mon 8/19/24 6:08 PM
Appreciate the info!
Do you already have a partnership with a 3rd party that is working well? - Thomas Bartkus Tue 8/20/24 9:24 AM
We do not have any sort of 3rd party partnership for allowing for this sort of thing currently, unfortunately. - Mark Sayers Tue 8/20/24 9:47 AM
You could always submit an enhancement, asking for this to be a native feature in the future, using this service: https://solutions.teamdynamix.com/TDClient/1965/Portal/Requests/ServiceDet?ID=2148 - Mark Sayers Tue 8/20/24 9:48 AM