Last updated: 2024-10-16

Source: https://support.freshdesk.com/support/solutions/articles/50000001751-attachment-security

Attachment security

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Secure your attachments going out from Freshdesk

When your users receive an attachment in their mailbox, they'll be prompted to log in to the portal in order to access or download the file. If you've set up single sign-on, the login page redirects to the SSO page by default.

To set up secure attachments:

1. Log in as an Administrator and navigate to the security settings. - For Freshdesk, go to Admin \> Account > Security. - For Freshdesk Omni, go to Admin > Account and Billing > Ticket Security. 2. Use the toggle to enable secure attachments under the access settings for attachments section.

3. Click Save. Your attachments will require a login as shown in the video.

Secure attachments\_02.mp4

Receive attachments securely coming into Freshdesk

Whenever a ticket or a conversation is created with an attachment in Freshdesk, it is scanned for malware. If this attachment is identified as a malicious file, the file will be dropped.

  • If a customer creates a ticket from the support portal, the ticket is submitted without scanning attachments for malware. The attachments are then scanned in the background and will not be available until the scanning is complete. This is to avoid timeout failures for multiple or large files in the ticket submission process.
  • For any other ticket submission process, the attachments are scanned in the foreground.

    • The agent assigned to the ticket or conversation will also be notified.

    attachment scanning message.