Possible queries:
Few users are unable to access the attachment from the email
CC'd users are not able to access the attachments
Resolution Path:
- Validate account details from DevOps and check if the feature is available in the plan.
For outgoing attachments
- Check if 'Access setting for attachments' setting is toggled on under Admin > Account > Security as shown below. If the setting is toggled on then, the users receiving the attachment in their mailbox, will be prompted to log in to the portal in order to access or download the file.
- If the above mentioned is not the case, obtain occasional agent access and check if the issue is replicable. If yes, please raise an L2 with all the required details.
For incoming attachments into Freshdesk
- Whenever a ticket or a conversation is created with an attachment in Freshdesk, and if this attachment is identified as a malicious file, the file will be dropped. The agent assigned to the ticket or conversation will also be notified.
They will see this message - Some attachment(s) is/are dropped because of malicious content. Please reach out to the sender for more details.
- If the above mentioned is not the case, obtain occasional agent access and check if the issue is replicable. If yes, please raise an L2 with all the required details.