SendSafely’s new ticket trigger functionality extends our integration capabilities with Zendesk by allowing you to update access to SendSafely packages in response to Zendesk ticket events.
Using this new feature, you can configure a variety of trigger actions including:
- Removing all access to SendSafely packages when a Zendesk ticket is closed
- Updating agent access to a SendSafely package if a ticket is reassigned
- Adding ticket CC’s and Followers to SendSafely packages as those users are added/removed from the ticket
Using triggers to update access in SendSafely allows you to grant and revoke authorization in a smooth and seamless fashion, limiting access to sensitive data to the minimum number of users necessary.
This new feature is deployed as a self-hosted AWS Lambda Function, called by webhook from any Zendesk trigger. For example, you may choose to invoke this Lambda when a ticket is closed, when a new agent is assigned to a ticket, or when some other property of the ticket changes. The Lambda currently supports the below actions, and can also be modified to add and remove package recipients on an ad hoc basis.
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Revoke access to packages: Removes all recipients from each SendSafely package belonging to a particular Zendesk ticket, including any contact groups
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Add user to packages: Adds a user to every SendSafely package belonging to a particular ticket.
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Add cc’d users to packages: Adds all users cc’d on a ticket to each SendSafely package belonging to that ticket.
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Add followers to packages: Adds all followers on a ticket to each SendSafely package belonging to that ticket.
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Add contact group to packages: Adds an enterprise or personal contact group to each SendSafely package belonging to a particular ticket.
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Delete packages: Deletes all the SendSafely packages belonging to a particular ticket.
This new AWS Lambda function is deployed via a CloudFormation template. In Zendesk, simply configure a webhook event that is invoked by a Zendesk trigger. For more information on set up and configuration, please see this article.
SendSafely for Zendesk is available on the SendSafely Business and Enterprise plans. For more information, contact success@sendsafely.com.
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