We’ve recently updated our system to enable secure attachments in our support tickets to better protect your data. This change ensures that any files, including images, shared in your tickets are only accessible to you when you're signed in to Workiva.
What changed
Previously, attachments sent via support tickets could be accessed through public links and images could be placed inline in messages. Now, for your privacy and protection:
- All file attachments including images are secured.
- You must log into your Workiva account to view or download attachments.
How to Access Secure Attachments in Support Tickets
To view an attachment in a support ticket, just follow these steps:
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Open the support ticket link from your email or the Support Portal.
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Sign in to your Workiva account (we’ll prompt you if you’re not signed in).
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Once logged in, you'll be able to view as well as click and download the attached file or image securely.
Need help signing in?
- If you forgot your password, you can reset it.
- If you use SAML single sign-on or another login method, contact your Identity Access Management (IAM) or IT team.
Why this matters
Your privacy is important to us. This change helps ensure that sensitive information stays protected and is only shared with you. Thank you for your understanding as we work to improve the security of your support experience.
What stays the same
- How you attach files: You can still attach files to support tickets through email and the Support Portal just like before.
- Visibility of attachments in the Support Portal: You will still see your attachments in ticket threads when logged into the Help Center.
- Basic file types supported: Zendesk still supports the same file types for attachments (e.g., .jpg, .png, .pdf, .docx), unless you've customized file restrictions.
- Receiving responses with attachments: You will still receive email replies from agents that reference or include attachments (though links to those attachments are now secured).
- Ticket access via email: Your experience of replying to tickets via email does not change. You can still respond like normal.