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
10 years ago
Any update on this Luke? All you need to do is turn on opportunistic TLS for inbound mail.

This is still a huge security concern as un encrypted mail often contains sensitive information such as usernames and passwords.
Bcshay
Active Contributor
10 years ago
This reply was created from a merged topic originally titled TLS connections for SMTP.

Please keep security in mind with this release. We are still waiting for the service desk to accept inbound TLS connections for SMTP.

Note: This conversation was created from a reply on: Fresh New Look Coming March 23, 2015.
GlennD
GoTo Manager
10 years ago
Hi, this is planned for Q2 of this year.
Chase Beydler
New Member
10 years ago
Please keep us a bit better updated on this. We were told that it was going to be completed in a matter of months when I first pointed it out to support, and it was only half implemented over a year later.
Bcshay
Active Contributor
10 years ago
As we can see with all the data breaches occurring weekly security is a very serious topic. Sending sensitive information via SMTP in clear text is a huge vulnerability. A secure IT Service Desk is of high importance. Customers should not need to worry about insecure communications. Further security mechanisms to harden or lock down electronic communications would be nice too.

BTW: desk.gotoassist.com scored a C via an SSL report and is vulnerable to POODLE attacks. Citrix should be using TLS and not SSLv3 to secure communications to desk.

https://www.ssllabs.com/ssltest/analyze.html?d=desk.gotoassist.com

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