Anyone else realize that the emails that come out of Service Desk are not being sent with any type of TLS encryption support? We just realized that all data in emails are not encrypted when they come out of the GTA mail server. This is a dead simple thing to fix and we cannot believe that such a corporate service would not have any type of mail encryption. Anyone have any thoughts on this?

Hi Chase, We're currently looking into this, you're right we should be sending emails using TLS. I'll keep this thread updated as we make progress :) Luke

Luke, Any update about this? Really should be an easy mail server switch change. Thanks

Hi Chase, Our Ops guys are currently assessing the impact this may have on other products. Once they've made this change, I'll update this thread. Thanks, Luke

I cannot believe I am now just looking for this topic. Today I was just thinking "wait these emails coming from the service desk are sent in plain text, and the emails sent back to it from Customers are as well". User Object passwords etc are sometimes in the Incident. This is a major security risk. Have you guys addressed this? Why not allow us to use our own Exchange mailbox for this using IMAPS/TLS and SMTP/TLS beween your mail servers. I'm not the expert but other service desk services have this functionality. Can you please provide Chase and I an update on this. The workaround I have is Users must check the "hide from customer" option when including any passwords in an incident.

This was a response I received about this back on April 2nd: "I hope you are doing well. Our Engineering team advised me that the feature you requested has been approved, is currently on the product roadmap, and will be included in the upcoming releases within the month. Thanks for your continued patience." I then received this response at the end of August: "Next week, our Q4 starts. I will contact Operations/Service Desk Engineering to see where we are on this as they had proposed it would be likely available during this time period." We'll see if this ever happens. It is a major security flaw and I'm actually surprised their auditors let this continue.

TLS encryption for emails | GoTo Community

Bcshay
Active Contributor
11 years ago
Did you ever find anything out Chase? I know they're busy dealing with the latest GTA release problem.
Chase Beydler
New Member
11 years ago
"Thank you for checking back. The Project Manager of Service Desk is pushing to get this setup with hopes it can come to fruition before the end of the year. I will keep you posted on updates as I receive them."
Bcshay
Active Contributor
11 years ago
Great thanks! is that the "Product" Manager Luke? And thanks for keeping me in the know.
Chase Beydler
New Member
11 years ago
Who knows.
Luke Grimstrup
Retired GoTo Contributor
11 years ago
Hi guys,

Per comments above, I have been pushing to get this change completed. With that, I have good news, I just received word that we have TLS enabled for the past 24 hours.

You may have noticed we have had issues with sending email over the past couple of days, but we were able to confirm that was unrelated to the TLS change.

Please let myself or our support team know if you experience any issues.
Bcshay
Active Contributor
11 years ago
Great news and verified (see header).

Received: from smrelay1.las.expertcity.com (smrelay1.las.expertcity.com
[216.219.119.5]) (Using TLS) by us-mta-10.us.mimecast.lan; Mon, 29 Sep 2014
19:33:05 -0400

Luke - are there any plans to implement IMAPS so that we can send email to the service desk encrypted for a synchronous secure communication.
Bcshay
Active Contributor
11 years ago
Luke - we started receiving duplicate notifications from the service desk since Friday. Just curious if there is any correlation? My incident number is 07790886. Thanks.
Chase Beydler
New Member
11 years ago
I have noticed the double messages, too.
Luke Grimstrup
Retired GoTo Contributor
11 years ago
Hey guys,

Yes - the duplicate emails are unrelated to this particular change, and we are working on a fix for this. We're aiming to release a fix at the end of the day (Pacific Time). I'll post here when it's been done.
Luke Grimstrup
Retired GoTo Contributor
11 years ago
The duplicate email issue has been fixed!

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