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Encrypted a ticket

  • 26 April 2022
  • 5 replies
  • 69 views

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Hello,

I would like to know if we could encrypt a ticket. We have an important case where we want to put information in the ticket but we need the ticket to be secure and encrypted before doing so.

 

Thanks !

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Best answer by Trevor Cooper 6 September 2022, 12:56

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Userlevel 7
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Hello @ItSecurity143 Can you tell us what ticketing system you are using? Freshdesk or Freshservice?

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Hello Zachary,

We are using the Freshservice solution

Thanks,

Userlevel 7
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Hello Zachary,

We are using the Freshservice solution

Thanks,

Awesome, so does the ticket require actual encryption or are you just hoping to limit its visibility throughout the service desk? If the second is your case you could look at using “Restricted Agent Groups”. This limits who can see the ticket, when assigned to the restricted group, to only the agents who are a part of that group. We have leveraged this for tickets that have sensitive data (ex. financial information).

Userlevel 1

We are in the same situation.  We have a restricted group and have set owner approval required to block system admins from adding themselves.  However we could do with knowing if we can actually encrypt the data as we do have legally sensitive data that may be included in tickets managed this group.

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We are in the same situation.  We have a restricted group and have set owner approval required to block system admins from adding themselves.  However we could do with knowing if we can actually encrypt the data as we do have legally sensitive data that may be included in tickets managed this group.

Hello Trevor,

The short answer is : Freshservice have no encryption capability for these kind of case. The best is using a sharepoint with security access control and apply directly a encryption method in the Doc itself like with the Office suite.

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